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

## Director, Digital Enterprise Experience Product Management: Enterprise Support, Knowledge & AI*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 CategoryProductJob 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.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
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