Director of Technical Product Management, Customer Availability Products & Services (CAPS)

The Experience

Trusted customer success is our #1 value. Delivering the highest standard in system availability, performance, and security is our top priority. The Customer Availability Products & Services (CAPS) team works across products, technology, sales, services, marketing, finance, and legal to:

• Drive the CAPS AI-powered product portfolio (availability, performance, and security / compliance features)
• Promote the cloud-scale architecture and technology that powers the world's most trusted enterprise cloud
• Create messaging, content, and enablement to build and rebuild trust with customers

The Salesforce CAPS team is looking for a Director of Technical Product Management who has deep knowledge of cloud-scale architectures, influences without authority, and communicates effectively with executives. A big part of the job includes serving as a technical / AI subject matter expert for the Salesforce cloud-scale architecture and technology.

Your expertise will be applied to investigating technology challenges and creating content that conveys our vision and strategy, understanding market needs and trends, and collaborating with sales and services to deliver innovative technical product marketing programs. In this role, you will also leverage your product management skills to drive the CAPS product portfolio roadmap.

What You'll Actually Be Doing

• Drive the CAPS AI-powered product roadmap (availability, performance, and security / compliance features – across all Salesforce products, and in all geographies)
• Automate / accelerate internal services and workflows using AI tools (ex: Claude, Gemini, ChatGPT, + others)
• Promote the Salesforce cloud-scale architecture / technology through scalable technical messaging / positioning programs
• Lead customer outreaches after service incidents, and scale rebuild trust programs so every customer-facing employee can deliver clear, consistent incident communications.
• Represent Salesforce as a technical / AI subject matter expert at customer interactions, industry and corporate events, and through community sites and social media
• Work closely with cross-functional teams to drive the business & product strategy, then track, measure, and report against objectives
• Develop compelling materials to market our innovation, cloud-scale architecture, roadmap, applications, processes, security, and reliability

You're Our Person If...

• 10+ years experience in technical product management or a related field for a high tech company (cloud experience preferred)
• Background in cloud-scale architectures / technologies
• Experience applying AI to product, content, or workflow automation
• Experience in messaging / positioning / communicating cloud-scale architectures and technology to internal and external audiences
• Proven ability to set a vision, excite and lead (directly and / or by influence) cross-functional multidisciplinary teams to achieve a product vision
• Experienced and effective in high-stress, challenging customer situations (rebuilding trust scenarios with customers following technology impact)
• Strong affinity for metrics and a bias toward data-driven decision making
• Hands-on ability to create a range of technical product assets (presentations, web and copy content, email campaigns, media, etc…)
• Exceptional communication skills, including writing and executive presentations
• Self-motivated individual capable of working in a fast-paced, evolving environment, both remotely and in person.

Even Better If...

• Experience with Salesforce including Service Cloud, Marketing Cloud, reporting, and dashboards
• MBA preferred
• Core services / infrastructure product experience