Senior Help Agent Manager

What you'll do

• Own the resolution rate performance for Slack and Trailhead AI Help Agents.
• Execute data-driven improvement plans based on opportunity analysis to increase autonomous case resolution.
• Develop and maintain a book of Agent Skills by identifying and justifying new capability enhancements.
• Collaborate with Product Management and Engineering to prioritize roadmap items and technology investments.
• Manage scorecards to track resolution trends, common challenges, and skill coverage.
• Drive content strategy and data management planning to improve AI agent performance.
• Deliver error analysis reporting and opportunity analytics for stakeholders.

What we're looking for

• Bachelor's degree in Business, Computer Science, Data Analytics, or a related field.
• 6+ years of experience in program management, product management, service delivery, product operations, software development, or a related field.
• Strong analytical and data-driven decision-making skills.
• Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success organizations.
• Exceptional written and verbal communication and stakeholder management skills.
• Familiarity with AI, conversational AI, or support automation technologies.
• Verbal and written fluency in English.
• Experience with Slack/Trailhead products, chatbot performance management, or agentic observability tools (preferred).