Manager, Digital Service Experience

We are seeking a customer-focused leader to join the Support Services team as Manager, Digital Service Experience. This role leads the strategy and continuous improvement of the systems, knowledge, and service workflows through which customers and support professionals resolve support needs. The manager oversees key capabilities including Salesforce administration, knowledge-centered service, AI-enabled self-service, and cross-functional delivery, ensuring that digital and human-assisted resolution experiences are accurate, trusted, efficient, scalable, and aligned with customer needs. The ideal candidate combines people leadership, digital-service strategy, project delivery, Salesforce familiarity, and a customer-centric, data-informed mindset.

• Advance the digital service experience strategy across AI-enabled self-service and human-assisted support.

• Lead the implementation, governance, measurement, and continuous improvement of agentic AI and self-service capabilities for customers and employees.

• Ensure AI-enabled experiences are appropriately grounded, tested, monitored, and improved using performance data and customer or employee feedback.

• Provide leadership for the administration, governance, release readiness, and continuous improvement of Salesforce Service Cloud, Experience Cloud, and related support technologies.

• Partner with the Documentation team to ensure knowledge supports self-service and human-assisted resolution.

• Partner with the Training coordinator to ensure operational readiness for human-assisted solutions.

• Improve the workflows, tools, and resources used by support professionals to diagnose issues and drive effective resolution.

• Hire, coach, and lead a small team responsible for support systems administration, knowledge-centered service, digital service capabilities, and service improvement delivery.

• Build productive partnerships across Support Services, Documentation, Central Technology and other stakeholder groups.

• Develop and manage roadmaps, initiatives, timelines, risks, dependencies, and resources across concurrent priorities.

• Define and monitor service, platform performance, and team measures to evaluate outcomes, identify improvements, and reduce operational risk.

• High school diploma or equivalent required; bachelor’s degree or a comparable combination of education and relevant experience preferred.

• 3+ years of experience in digital service delivery, support technology, customer or service experience, project management, business operations, or related discipline.

• 2+ years of people-management or leadership experience.

• Customer-centric mindset with a demonstrated commitment to improving service and resolution experiences.

• Experience designing or improving digital self-service or technology-enabled support experiences.

• Experience leading or partnering with teams responsible for Salesforce Service Cloud, Experience Cloud, platform governance, and release management.

• Knowledge of AI governance and quality practices, including grounding, testing, monitoring, feedback analysis, risk identification, and continuous improvement.

• Demonstrated ability to lead complex, cross-functional initiatives and translate strategy into measurable outcomes.

• Strong communication, analytical, problem-solving, stakeholder-management, and change-management skills.

• Ability to manage competing priorities and maintain accountability in a fast-paced, evolving environment.

• Proficiency with Microsoft 365, project management platforms such as Wrike or Jira, and diagramming tools such as Lucid.

• Familiarity with technical documentation and knowledge-management practices preferred.

• Familiarity with technical documentation standards and web technologies such as HTML, CSS, and JSON.