Director of Technical Product Management, Customer Availability Products & Services (CAPS)

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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.

The Experience
Trusted customer success is our #1 value. Delivering the highest standard in system availability, performance, and security is our top priority. The Customer Availability Products & Services (CAPS) team works across products, technology, sales, services, marketing, finance, and legal to:

• Drive the CAPS AI-powered product portfolio (availability, performance, and security / compliance features)
• Promote the cloud-scale architecture and technology that powers the world's most trusted enterprise cloud
• Create messaging, content, and enablement to build and rebuild trust with customers

The Salesforce CAPS team is looking for a Director of Technical Product Management who has deep knowledge of cloud-scale architectures, influences without authority, and communicates effectively with executives. A big part of the job includes serving as a technical / AI subject matter expert for the Salesforce cloud-scale architecture and technology. Your expertise will be applied to investigating technology challenges and creating content that conveys our vision and strategy, understanding market needs and trends, and collaborating with sales and services to deliver innovative technical product marketing programs. In this role, you will also leverage your product management skills to drive the CAPS product portfolio roadmap.
What You'll Actually Be Doing

• Drive the CAPS AI-powered product roadmap (availability, performance, and security / compliance features – across all Salesforce products, and in all geographies)
• Automate / accelerate internal services and workflows using AI tools (ex: Claude, Gemini, ChatGPT, + others)
• Promote the Salesforce cloud-scale architecture / technology through scalable technical messaging / positioning programs
• Lead customer outreaches after service incidents, and scale rebuild trust programs so every customer-facing employee can deliver clear, consistent incident communications.
• Represent Salesforce as a technical / AI subject matter expert at customer interactions, industry and corporate events, and through community sites and social media
• Work closely with cross-functional teams to drive the business & product strategy, then track, measure, and report against objectives
• Develop compelling materials to market our innovation, cloud-scale architecture, roadmap, applications, processes, security, and reliability

You're Our Person If...

• 10+ years experience in technical product management or a related field for a high tech company (cloud experience preferred)
• Background in cloud-scale architectures / technologies
• Experience applying AI to product, content, or workflow automation
• Experience in messaging / positioning / communicating cloud-scale architectures and technology to internal and external audiences
• Proven ability to set a vision, excite and lead (directly and / or by influence) cross-functional multidisciplinary teams to achieve a product vision
• Experienced and effective in high-stress, challenging customer situations (rebuilding trust scenarios with customers following technology impact)
• Strong affinity for metrics and a bias toward data-driven decision making
• Hands-on ability to create a range of technical product assets (presentations, web and copy content, email campaigns, media, etc…)
• Exceptional communication skills, including writing and executive presentations
• Self-motivated individual capable of working in a fast-paced, evolving environment, both remotely and in person.

Even Better If...

• Experience with Salesforce including Service Cloud, Marketing Cloud, reporting, and dashboards
• MBA preferred
• Core services / infrastructure product experience

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

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

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 $197,300 - $313,700 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $237,700 - $344,700 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.