SeniorProduct Manager (Service Agent Team)

Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.

Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey, from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk, giving modern support teams one single system.

Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. 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.

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.

We’re looking for a Senior Product Manager to join our team and help shape the future of business messaging and AI-powered customer engagement. This is a career-defining opportunity to lead a world-class team of engineers, designers, and researchers to deliver products that touch millions of people every day.

What will I be doing?

Be responsible for a significant product area or leading an important project.

Deeply understand the customer problems you’re tackling through research, data, and direct customer interactions — then frame those problems clearly for your team.

Manage the roadmap; defining what should be built, when and why - and communicate it to generate alignment and excitement.

Collaborate with engineers and designers to imagine, build, and ship solutions, from bold future visions to small, focused iterations.

Leverage AI to increase your own efficiency, accelerate product development, and multiply your team’s impact.

Evaluate impact through quantitative and qualitative measures, both in beta and after full release.

Own and maintain the quality of your product area, ensuring every release delivers world-class software.

Collaborate with peers across the business to ensure we deliver products with clear GTM strategy and execution, getting hands on wherever necessary to ensure we deliver.

Be a leader in your team or projects by role-modelling our company values and R&D principles.

What skills do I need?

There is no minimum years of experience for this role. We’re interested in your impact, drive, and potential. Instead of years, we’ll be looking for evidence that you’ve applied and grown these skills:

Sharp Customer Focus & Problem Framing - able to independently understand, define and articulate complex customer problems and opportunities using data analysis and qualitative inputs.

Compelling Roadmaps - define the roadmap of features, products or areas of focus for your given area, communicating what, when and why to generate excitement with customers and the team

Excellent Product Judgment - skilled at balancing customer needs, business impact, and technical constraints to define, advocate for, and deliver the right product.

Build World-Class Product - able to deeply collaborate with engineering and designers to quickly ship effective solutions. But, also able to independently accelerate the process leveraging AI.

AI Tech - Able to understand AI systems and LLMs, assess feasibility and trade-offs, and make informed product decisions in close collaboration with engineering.

Technical fluency - Comfortable engaging with engineers and customers on the modern tech stack — from APIs and SaaS infrastructure to low-code tooling and system architecture.

Outcome Oriented - define, fight for and share progress against the customer and business impact of yo