Director, Agentforce Governance & Planning

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About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

We are seeking a highly organized and strategic leader to drive the day-to-day management of the Customer Success Agentforce Governance Program. This critical role ensures an efficient and thorough approach to coordination and alignment across all stakeholder groups, ultimately enhancing the effectiveness of our internal and external facing Agentforce experiences. This is a high-impact position offering the opportunity to set standards, define priorities, and influence the Customer Success Roadmap.

Responsibilities:

• Agentforce Governance Council Leadership: Lead and manage the rhythm of the Agentforce Governance Council, ensuring diligent scrutiny and assessment for both employee and customer-facing agents. Facilitate critical decision-making with VP+ stakeholders and drive cross-functional alignment on Agentforce planning across all development stages (concept to launch). Partner closely with the PMO to advance key decisions and track high-value action items.

• Strategic Topic Prioritization & Lifecycle Management: Champion and administer the Agentforce Prioritization Framework, ensuring minimal use case overlap and calibrated impact scoring. Develop, implement, and manage robust processes for topic lifecycle management, including identifying leading indicators for experience deprecation and consolidation.

• Standards & Continuous Improvement: Lead initiatives and collaborate with the Analytics team to drive ongoing measurement and optimization by establishing and maintaining a common measurement template for Agentforce performance across various audiences and teams. Hold Topic owners accountable for delivering on business value drivers (efficiency/cost avoidance, growth, employee/customer experience, and innovation potential)

• Cross-Functional Engagement & Partnerships: Engage proactively with the PMO for Agentforce Core Team and Agentforce VP Council meetings and task management. Partner with the COO function and StratOps teams to set agendas and aggregate content for executive-level meetings.

• Architecture Collaboration & Alignment: Collaborate with the Digital Success Principal Architect to incorporate a standardized technology approach for Agentforce into the Customer Success Governance Program. Assist in aligning efforts and disseminating information to the Agentforce Council.

Required Qualifications:

• 8+ years of experience in program management, operations, or governance roles within large technology companies (Enterprise software / SaaS preferred), ideally within Customer Success or Service organizations.

• Superior communication and presentation skills, capable of engaging effectively with all levels of the organization, including executive leadership.

• Proven experience in leading cross-functional working groups.

• Demonstrated ability to drive strategic alignment and manage complex initiatives with multiple stakeholder levels.

• Knowledge of AI technologies (Agentforce preferred), service operations, and process optimization.

• Excellent analytical, problem-solving, and process development skills.

• Ability to manage multiple priorities, work through ambiguity, and thrive in a fast-paced, dynamic environment.

• Bachelor's degree or equivalent relevant experience required.

Preferred Qualifications:

• Experience with Salesforce Service Cloud or other major CRM platforms.

• 2+ years experience in Management Consulting.

• Experience running Center of Excellence (CoE) or similar shared services environment.

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