Help Agent Manager, Service Cloud

What you'll do

• Manage the Help Agent’s resolution rate performance for Service Cloud and Field Service.
• Develop and execute data-driven improvement plans based on opportunity analysis.
• Maintain a book of Agent Skills to identify new capability enhancement opportunities.
• Partner with Product Management and Engineering to prioritize roadmap features for new skills.
• Create scorecards to track resolution trends, common challenges, and skill coverage.
• Manage content strategy and data planning to improve Help Agent performance.
• Deliver error analysis reporting and actionable opportunity analytics.

What we're looking for

• Bachelor's degree in Business, Computer Science, Data Analytics, or a related field.
• 4+ years of experience in program management, product management, service delivery, product operations, software development, or a related field.
• Analytical and data-driven decision-making skills.
• Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations.
• Strong written and verbal communication and stakeholder management skills.
• Familiarity with AI, conversational AI, or support automation technologies.
• Proactive approach to roadmap development and engineering engagement.
• Verbal and written fluency in English.
• Experience with Salesforce Service Cloud and/or Field Service (preferred).
• Prior experience with help agent, chatbot, or virtual assistant performance management (preferred).
• Experience with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks (preferred).
• Familiarity with agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, and/or similar analytics platforms (preferred).
• Demonstrated interest in programs at the intersection of AI systems and human support teams (preferred).
• Experience supporting developer or admin-focused customer communities (preferred).