- Lehi, Utah, United States
- Manager
- 3+ years
Lead the strategy and continuous improvement of digital service experience for support professionals, overseeing Salesforce administration, knowledge-centered service, AI-enabled self-service, and cross-functional delivery to enhance customer and employee resolution experiences.
Responsibilities
- Advance digital service experience strategy across AI-enabled self-service and human-assisted support
- Lead implementation, governance, measurement, and continuous improvement of agentic AI and self-service capabilities
- Ensure AI-enabled experiences are grounded, tested, monitored, and improved using performance data
- Provide leadership for administration, governance, release readiness, and continuous improvement of Salesforce Service Cloud and Experience Cloud
- Partner with Documentation and Training teams to support self-service and operational readiness
Requirements
- High school diploma or equivalent
- Bachelor’s degree in a related field