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AI & Self Service Director



Software Engineering, Data Science
Multiple locations
Posted on Tuesday, July 9, 2024

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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.

Salesforce is looking for a highly effective leader to structure and deliver AI and Self Service focused initiatives in support of our Renewals and Success Plan Sales organization. This leader will drive the vision and introduce technology improvements, enhance efficiency and develop tools that allow our business & systems to scale, optimize revenue, and improve the customer experience. AI & Self Service Director is responsible for all aspects of a customer self service (ie. checkout experience) as well as driving AI enhancements to augment the way we engage with our customers. The role will require a solid understanding of technical systems, understanding of AI and the role it plays in business as well as the ability to partner and collaborate with team members throughout Salesforce.

Your job will be to lead a team, identify use cases, support requirement development and partner closely with technology teams to build and implement systems and processes. AI and Self Service initiatives could range from the very strategic to the very operational: using data to evaluate business scenarios and business planning, segmentation, efficiency initiatives, process design and technology/tool development. Expectations range from future vision proposals, business requirements, custom performance analysis, process documentation, and reporting and dashboards to presentation-ready content including business insights for senior Salesforce leadership. You will be asked to perform reporting, ask questions and answer them using Insights from what you find in the data.

The successful candidate will have 6-8 years of experience with increasing responsibility. Superb communication, process development and reporting skills are a must. AI & Self Service Director must excel at problem-solving, feel comfortable diving into data and be able to develop recommendations based on partner feedback to address business issues. Knowledge of Salesforce products desired or experience with comparable enterprise business technology tools. Business analysis background is a plus.


  • Lead multiple complex and strategic initiatives focused on AI tools and self service technology.
  • Paint the vision for AI and Self Service and execute a crawl, walk, run plan to get to our future state
  • Lead consultative engagements with business stakeholders on business goals, challenges and data needed to support the strategy and proactively make recommendations.
  • Communicate risk clearly and take the lead in developing resolution strategies; solicit executive involvement as required.
  • Develop a deep understanding of company wide AI & Self Service capabilities so that our team is involved in company best practices/technology.
  • Leverage data and insights to define and support process modifications and improvements and enable optimal business recommendations.
  • Partner closely with systems and IT organizations within Salesforce to execute technical aspects of projects or develop new tools to support our people and process.
  • Represent the team on broader cross-functional projects involving other parts of the business as needed.

Required Skills/Experience:

  • Proven success in leading teams and driving initiatives from idea inception to implementation
  • Deep understanding of the Salesforce suite (Marketing Cloud, Sales Cloud etc)
  • Experience leading complex, interrelated projects, programs, and functions.
  • Proficiency in AI & Self Service technologies, including machine learning, natural language processing, E-commerce automation, customer checkout experience, and data analytics.
  • Knowledge of user needs, gathering requirements, and defining scope.
  • Strong organizational, operational, and analytical skills.
  • Demonstrable ability to structure and transition complex problems to solutions.
  • Superb attention to detail, oral, written and presentation skills, confident communicator.
  • Flexible schedule, the ability to work with our global teams in different time zones.
  • Excellent time management skills with the ability to organize and prioritize effectively.
  • Ability to see the big picture, innovate and adapt to constant change.
  • Ability to manage multiple priorities and deliver on-time results.
  • Self-starter motivated to go above and beyond the task at hand and succeed in a collaborative, fast-paced environment.
  • Dedicated to innovation, customer success and a job well done.

Desired Skills/Experience:

  • Fortune 100 management or system integration consulting experience.
  • Marketing Cloud/Journey Builder experience
  • Experience implementing AI use cases at the enterprise level
  • Project Management and Agile methodologies.
  • Vendor and stakeholder management.


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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at and explore our company benefits at

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $150,300 to $253,600.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: