Senior Director, Agentforce Platform CX

Salesforce is the #1 AI CRM, leading workforce transformation with Agentforce. The Content Experience (CX) team creates in-app guidance, Trailhead, videos, online help, and more to drive adoption and customer success. This Senior Director will lead CX for the Agentforce Platform, focusing on making complex tools easy to use for various audiences by providing comprehensive content. The role requires an experienced, curious, and self-directed leader passionate about AI innovation.

Must Have

• Develop a compelling strategic vision for how content supports the business.
• Rigorously prioritize work and lead the execution of the team’s roadmap.
• Drive innovation and improve productivity by streamlining operations and incorporating new tools and generative AI technologies.
• Inspire, coach, and provide professional development for a team that includes managers, content strategists, content designers, and writers.
• Share team’s priorities and accomplishments with CX, cross-functional leaders, stakeholders, and executives.
• Become an expert who understands the business, the customer, and the technology.
• Regularly measure performance and customer success and make adjustments.
• Recruit, hire, and onboard new writers and managers.
• Contribute leadership to overall Content Experience team initiatives.
• 10+ years of experience as a leader in technical content development for software.
• 5+ years in a management role, with at least 2 years managing other managers.
• Strong strategic planning skills and experience.
• Deep knowledge and expertise about generative AI technologies, products, and industry trends.
• Experience using gen AI tools like Gemini, Cursor, ChatGPT for professional use.
• Experience leading organizations, managing operations, and owning complex initiatives.
• Strong interpersonal skills, able to inspire and empower cross-functional, geographically distributed teams.
• Exceptional written and verbal communication skills, with a keen eye for detail and the ability to distill complex concepts into clear, concise messaging.
• Strategic problem solver with a data-driven approach to decision-making and a passion for continuous improvement.
• Experience working in a fast-paced, dynamic environment, preferably in the technology or software space.

Good to Have

• Familiarity with Agentforce, Salesforce products, and our broader ecosystem.
• Experience working as a technical writer.
• Familiarity with programming and software development.
• Experience with GitHub, Cursor, and other developer tools and ecosystems.
• Experience with technical authoring and publishing tools, such as Markdown and DITA.

Perks & Benefits

• Time off programs
• Medical insurance
• Dental insurance
• Vision insurance
• Mental health support
• Paid parental leave
• Life insurance
• Disability insurance
• 401(k)
• Employee stock purchasing program

Job Category

Enterprise Technology & Infrastructure

About Salesforce

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 to support their customers and/or collaborate with their teams.

As leader for Agentforce Platform CX, you will:

• 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.
• Contribute your leadership to overall Content Experience team initiatives.

Required Experience/Skills:

• 10+ years of experience as a leader in technical content development for software
• 5+ years in an management role, with at least 2 years managing other managers
• Strong strategic planning skills and experience
• Deep knowledge and expertise about generative AI technologies, products, and industry trends
• Experience using gen AI tools like Gemini, Cursor, ChatGPT for professional use
• Experience leading organizations, managing operations, and owning complex initiatives
• Strong interpersonal skills, able to inspire and empower cross-functional, geographically distributed teams
• Exceptional written and verbal communication skills, with a keen eye for detail and the ability to distill complex concepts into clear, concise messaging
• Strategic problem solver with a data-driven approach to decision-making and a passion for continuous improvement
• Experience working in a fast-paced, dynamic environment, preferably in the technology or software space
• A degree in a related field or equivalent work experience

Desired Experience/Skills:

• Familiarity with Agentforce, Salesforce products, and our broader ecosystem
• Experience working as a technical writer
• Familiarity with programming and software development
• Experience with GitHub, Cursor, and other developer tools and ecosystems
• Experience with technical authoring and publishing tools, such as Markdown and DITA

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $199,800 - $304,700 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $218,100 - $332,600 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.