Director, Digital Enterprise Experience Product Management: Enterprise Support, Knowledge & AI

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Job Category

Product

Job Details

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.

Salesforce’s Basecamp platform brings together unified search, enterprise ticketing, and all company knowledge into a single intelligent experience — empowering employees and AI agents to find answers, take action, and continuously learn. As Product Director for Enterprise Knowledge, Content & AI, you’ll define the strategy that makes this possible. You’ll lead the vision for how Salesforce captures, curates, and activates enterprise knowledge through AI—driving measurable impact across productivity, support efficiency, and trust in our AI-powered Employee Agent. This is a high-visibility role at the intersection of content, knowledge, and AI, shaping how 70,000+ employees work and how Salesforce showcases Customer 0 innovation to the world. Salesforce’s Basecamp platform brings together enterprise ticketing, knowledge, and search into one intelligent experience — empowering employees and AI agents to find answers, take action, and continuously learn. As the Director of Product Management for Enterprise Support, Knowledge & AI, you’ll lead the strategy for the unified platform experience that powers how 70,000+ Salesforce employees get help, resolve issues, and interact with AI agents every day. This is a high-impact, cross-enterprise role at the intersection of support, knowledge, and AI, shaping how Salesforce delivers connected, intelligent employee experiences — while showcasing our Customer 0 innovation to the world.

What You’ll Do

• Lead the vision for unified enterprise knowledge—connecting structured and unstructured content across systems, orgs, and support channels into one AI-ready layer.
• Build and evolve Basecamp’s knowledge and content platform, powering self-service, intelligent ticket routing, and agentic resolution experiences.
• Partner with Support, AI, and Content Strategy teams to reduce ticket volume and resolution time through smarter knowledge surfacing and automation.
• Establish enterprise-wide content governance frameworks (metadata, taxonomies, ontologies) that ensure accuracy, reuse, and trust.
• Integrate feedback loops from tickets and AI interactions to improve content health, precision, and continuous learning.
• Collaborate with Engineering, Data, and Enterprise Architecture to build scalable, compliant, AI-ready systems that connect knowledge to action.
• Champion Basecamp’s knowledge vision across the company, influencing product and operational strategies to unlock enterprise-wide impact.
• Lead the vision for Salesforce’s enterprise support platform and Employee Agent — unifying ticketing, knowledge, and AI agents into a single, cohesive experience that enables faster, smarter resolution for employees.
• Drive the roadmap for Basecamp, Employee Agent, and related productivity experiences, powering intelligent search, self-service, and AI-driven interactions across Slack, Help, and other channels.
• Partner across Support and Business Operations teams, Engineering, and Content Strategy to simplify and scale how employees get help — reducing friction, case volume, and time to resolution.
• Establish strong governance and continuous improvement frameworks that ensure knowledge and content are accurate, trusted, and improving through data and feedback loops.
• Integrate automation and agentic capabilities that shift support from reactive to proactive, connecting human and AI workflows for smarter employee experiences.
• Collaborate across the enterprise — from Architecture and Security to T&P Product — to ensure the platform is scalable, compliant, and aligned with Salesforce’s global strategy.
• Represent Salesforce’s internal innovation externally, engaging with customers to share how we’re transforming employee support and agent experiences — influencing the evolution of Salesforce’s own products.

What You’ll Bring

• 10+ years of product management experience, ideally across enterprise software, AI, or knowledge platforms.
• Proven success building and scaling AI-powered products or knowledge systems in complex enterprise environments.
• Deep understanding of content management, knowledge governance, and support operations.
• Experience integrating AI/ML and search technologies into user-facing products.
• Strong ability to influence senior stakeholders, drive alignment across global teams, and deliver measurable business outcomes.
• Excellent storytelling and communication skills to inspire cross-functional teams and executive leadership.
• 10+ years of product management experience in enterprise software, AI, or platform ecosystems.
• Proven success leading large-scale, cross-functional initiatives across multiple organizations.
• Deep understanding of enterprise support, knowledge management, and how AI and automation enhance those experiences.
• Experience integrating AI/ML or agentic capabilities into enterprise platforms.
• Strong ability to influence senior stakeholders, communicate effectively across business and technical teams, and drive alignment toward measurable outcomes.
• Experience coaching and developing Product Managers — helping them build confidence and product maturity.
• Comfort operating in a fast-moving, sometimes ambiguous environment — able to bring structure, clarity, and prioritization while keeping the team focused on impact.
• A related technical degree required.

Bonus Points

• Experience with LLMs, retrieval-augmented generation (RAG), or knowledge-grounded AI systems.
• Background in enterprise ticketing or support automation.
• Familiarity with data governance, compliance, and content lifecycle management.
• Demonstrated ability to turn complex systems into intuitive, human-centered product experiences.
• Experience with LLMs, retrieval-augmented generation (RAG), or multi-agent systems.
• Background in enterprise ticketing, self-service, or support automation.
• Familiarity with data governance, compliance, and content lifecycle management.
• Demonstrated ability to translate complex systems into intuitive, human-centered product experiences.

What Success Looks Like

• Basecamp becomes the trusted, intelligent platform where enterprise knowledge lives and AI thrives.
• Employees and agents can find answers instantly, deflecting tickets and accelerating resolution.
• Knowledge quality, accuracy, and freshness improve continuously through data-driven feedback.
• The company sees measurable gains in productivity, automation, and user satisfaction.
• Salesforce’s internal AI ecosystem advances as a result of your platform’s innovation.
• Salesforce’s enterprise support and Employee Agent platforms deliver a unified, intelligent experience where employees and AI agents find answers instantly.
• Case deflection, resolution speed, and user satisfaction all show measurable, sustained improvement.
• Knowledge and content continuously improve through intelligent feedback and automation.
• The product team is confident, high-performing, and operating with clarity and alignment.
• Salesforce’s internal AI ecosystem advances because of your team’s innovation — inspiring our customers worldwide.

In the First 90 Days:
You’ll focus on understanding the current enterprise support ecosystem, helping the team deliver key initiatives already in flight, and refining the roadmap for Basecamp and Employee Agent. You’ll build strong relationships with partners across Support, AI, and Engineering, and begin maturing the team’s product discipline through coaching and clarity.

Who You’ll Work With

You’ll collaborate with leaders across:

• UX/Design, Engineering & Architecture – to design and scale intelligent systems
• T&P (Customer Product & Engineering) Organization - to partner on co-developing solutions and advocating for Customer 0
• Content Strategy & Knowledge Management Teams across the business – to standardize and govern enterprise content
• Support Operations across the business – to embed knowledge into every step of the employee help experience
• Data Science & Analytics – to power grounded, trustworthy agent experiences
• Security & Compliance – to ensure safety and integrity of all enterprise data
• Employee Success and other key business partners: Partner to define outcomes and design the future of the employee experience

Why Join Us

You’ll be at the forefront of redefining enterprise productivity through knowledge and AI.
This is your opportunity to lead a flagship platform—Basecamp—that not only transforms how Salesforce works, but also inspires the next generation of AI-powered customer experiences.
You’ll be at the forefront of redefining how enterprise support works in the age of AI. This is your opportunity to lead two of Salesforce’s most visible internal platforms — Basecamp and Employee Agent — connecting people, processes, and intelligent agents into a seamless experience that transforms how we work and inspires the next generation of AI-powered customer solutions.

In office expectations are 10 days/a quarter to support customers and/or collaborate with their teams.

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.

Accommodations

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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.

For Washington-based roles, the base salary hiring range for this position is $211,500 to $306,600.