Program and Project Management Lead

Program/Project Management Lead

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Job Category

Program & Project Management

Job 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.

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.

Known Issues Program Manager

You are the heartbeat of transparency at Salesforce. As the Known Issues Program Manager, you won’t just manage a list—you’ll manage the source of truth that helps our Support teams, Digital Success teams, and ultimately our customers stay informed, confident, and ahead of product hiccups.

In this role, you bridge the gap between technical complexity and business clarity. You are the operational glue that ensures our internal teams have the right information at the right time, turning complex technical incidents into clear, actionable, and customer-facing updates.

Core Responsibilities :

Operational Governance

• Maintain the Source of Truth: Own the operational workflow for the Known Issues portal, ensuring all issues are documented with pinpoint accuracy—including impact, status, workarounds, and ETAs.

• Standards & Quality Control: Define and enforce documentation templates and standards, ensuring that every published issue maintains a high bar for clarity and tone.

• Process Optimization: Continuously audit and iterate on the Known Issues ecosystem, identifying bottlenecks in tooling or communication that impede transparency.

Cross-Functional Strategy

• Stakeholder Orchestration: Act as the central point of contact between Product, Engineering, Support, and Digital Success. You’ll facilitate the flow of information during critical incidents and standard issue cycles.

• Insight-Driven Change: Partner with cross-functional leadership to highlight recurring trends. You won't just report the data; you’ll recommend actionable plans to reduce issue volume and improve product reliability.

Data & Analytics

• Proactive Signals: Monitor internal signals—including CSAT, support ticket volume, and incident reports—to surface emerging issues before they reach a boiling point.

• Performance Reporting: Track and report on key metrics like issue aging, update cadence, and resolution trends, presenting this data to leadership to drive operational improvements

Required Qualifications

• 8+ years of experience in program coordination, operations, technical support, or knowledge management

• Experience working with cross-functional teams in a large or complex organization

• Strong written communication skills with the ability to translate technical information into clear business language

• Exceptional organizational and process management skills

• Experience with GUS tooling and process; experience with JIRA a bonus

• Ability to manage multiple priorities and maintain accuracy in a fast-moving environment

• Strong analytical mindset with the ability to identify patterns in operational data

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

Experience Level

Senior Level