Program Manager, AI Agent & Support Automation

Role overview

Own and improve a customer-facing AI support agent, with responsibility for its configuration, behavior, safeguards, and results. The role focuses on increasing successful self-service and reducing support cases while protecting customer satisfaction; it builds on existing tools rather than requiring production software development.

Responsibilities

- Configure and tune the agent’s prompts, topics, actions, routing, escalation paths, and subagents. - Test changes in a sandbox, run regression checks, and maintain a rollback plan for releases. - Set case-deflection and containment goals, monitor performance, and report results alongside customer satisfaction. - Review conversation transcripts, track answer quality and drift, and respond to regressions. - Establish responsible-use safeguards and human review policies. - Coordinate with support operations, customer experience analytics, enablement, and platform partners; share performance updates with leaders.

Requirements

- At least four years in support operations, customer experience, conversational AI, or self-service for a SaaS or technology business, including hands-on ownership of a support capability. - Experience configuring and tuning conversational AI in production; Agentforce and Agent Script are preferred. - Prompt design and testing skills, with demonstrated results improving case deflection through self-service AI. - Experience with Salesforce Service Cloud and Experience Cloud. - Strong analytical skills, including building dashboards or scorecards and turning findings into recommendations. - Clear executive-level writing and the ability to lead projects and influence across teams as an individual contributor.

Nice to have

- Salesforce Administrator or Agentforce Specialist certification; low-code or scripting skills such as Flow, APIs, or JSON. - Knowledge of KCS or knowledge management, other AI support tools, and analytics platforms such as Snowflake, Tableau, or Salesforce reports. - Experience in staffing, HR technology, enterprise SaaS, or supporting teams across US and EMEA time zones.

Benefits and work setup

- Base salary range is $150,000, with eligibility for a target bonus and benefits including medical, dental, vision, and 401(k) with match. - Other listed offerings include planned paid time off, mental health support, learning and development, paid volunteer days, and a mentoring program.