Senior Product Designer, NatWest Group
NatWest Group
Lead end-to-end UX and UI design across a portfolio of Coutts fintech products. Use research, prototyping and workshops to shape customer experiences in a hybrid role in the United Kingdom.
Open
Salesforce develops cloud-based software centered on a customer relationship management platform that brings company data and teams together through an integrated, AI-driven system. Its products support sales, customer service, and marketing workflows, with solutions designed for businesses ranging from small and medium-sized enterprises to larger organizations. Salesforce also provides industry-focused tools, Trailhead learning resources, and AppExchange apps that extend the capabilities of its CRM platform.
Help Agent Manager, Service Cloud at Salesforce (Hybrid, New York City)
Salesforce seeks a Help Agent Manager to improve autonomous case resolution across Service Cloud and Field Service. The role leads analytics, Agent Skills, roadmap planning, and partnerships supporting service delivery.
Description
- Support Help Agent resolution-rate performance across Service Cloud and Field Service
- Develop and execute resolution-rate improvement plans informed by data-driven opportunity analysis
- Manage a portfolio of Agent Skills and identify opportunities to expand Help Agent capabilities
- Work with Product Management and Engineering to prioritize roadmap initiatives that enable new Agent Skills
- Serve as an embedded partner to Service Cloud Technical Support Delivery teams
- Contribute to the operating rhythm across Service Cloud stakeholders
- Maintain scorecards covering resolution-rate trends, leading challenges, and skills and opportunity coverage
- Support content strategy and data-management planning to improve Help Agent performance
- Produce error-analysis reports and opportunity analytics
- Collaborate with Agent Managers, Cloud Technical Leads, Service Cloud and Field Service leaders, AI Tooling, Agent Evaluations, Product Management, Engineering, Digital Success for Mergers & Acquisitions, and content teams
Requirements
- Bachelor’s degree in Business, Computer Science, Data Analytics, or a related discipline
- At least four years of experience in program management, product management, service delivery, product operations, software development, or a related area
- Strong analytical skills and a data-driven approach to decision-making
- Proven ability to work across Product, Engineering, and Customer Success teams
- Excellent written and verbal communication, including stakeholder management
- Familiarity with AI, conversational AI, or support-automation technologies
- Proactive approach to roadmap development and engagement with Engineering
- Fluent written and spoken English
- Preferred: Experience with Salesforce Service Cloud and/or Field Service
- Preferred: Experience managing the performance of help agents, chatbots, or virtual assistants
- Preferred: Experience with self-help resolution metrics, support-case analysis, or top-case-driver classification frameworks
- Preferred: Familiarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, or comparable analytics platforms
- Preferred: Interest in programs connecting AI systems with human support teams
- Preferred: Experience supporting developer- or administrator-focused customer communities
Benefits
- Time-off programs
- Medical insurance
- Dental insurance
- Vision insurance
- Mental health support
- Paid parental leave
- Life insurance
- Disability insurance
- 401(k) plan
- Employee stock purchase program
- Incentive compensation may be available for certain roles
- Equity may be available for certain roles
- Reasonable accommodation during the application or recruiting process
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