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

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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