Senior Director, Agentforce Platform CX

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Enterprise Technology & Infrastructure

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Content Experience (CX) team works closely with Product, Engineering, UX, and other groups to create in‑app guidance, Trailhead, videos, online help, release notes, developer doc, and more. Great content drives adoption, reduces attrition, and increases customer success. Our content fuels Agentforce agents to ensure accurate, high quality responses about Salesforce products. We are hiring a Senior Director to lead CX for our Agentforce Platform, where agents are built, tested, deployed, and monitored.

With Agentforce, we're helping companies become agent‑first.

We're looking for an experienced business leader who is curious, self‑directed, and an active listener. Someone who's not afraid to experiment and take risks, and who has a proven track record delivering creative, repeatable solutions. The Agentforce Platform is made up of a complex and powerful set of tools and capabilities. Our challenge is to make it easy by providing onboarding, how‑to, training, and technical content to enable all audiences who build agents on our platform‑including admins, low‑code builders, pro‑code developers, and ISVs.

This leader achieves business goals by empowering their teams to do their best work. Ideal candidates are passionate about and keep pace with the constantly evolving landscape of AI. We are looking for a transformational leader with strong communication skills, who has a proven history of influencing others and driving alignment within an organization and among stakeholders.

This is a hybrid work environment with a minimum of 10 days/quarter in office (San Francisco, CA or Seattle, WA) to support their customers and/or collaborate with their teams.

• Work with managers, writers, and specialists to develop a compelling strategic vision for how content supports the business, and inspire your team to deeply understand, rally around, and deliver on that roadmap. Empower team members with trust and true ownership.
• Rigorously prioritize work and lead the execution of your team's roadmap through efficient operational management. Balance tough trade‑offs to always deliver the highest value for customers while maintaining a sustainable workload for your team.
• Drive innovation and improve productivity by streamlining operations, removing obstacles, and incorporating new tools and generative AI technologies‑automating everywhere possible.
• Inspire, coach, and provide professional development for a team that includes managers, content strategists, content designers, and writers. Hold team members accountable to meeting or exceeding expectations with transparent communication, direct feedback, and performance management processes.
• Share out your team's priorities and accomplishments with CX, cross‑functional leaders, stakeholders, and executives to get the support you need. Increase team visibility, showcase customer value, and build strong relationships.
• Always be learning and become an expert who understands the business, the customer, and the technology enough to form strong opinions and drive clear decisions.
• Regularly measure performance and customer success and make adjustments and improvements to your team's strategy and operations based on research, data, and feedback.

• Recruit, hire, and onboard new writers and managers as the team grows.
• Co…