Digital Success Associate Evaluations Manager

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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.

As an Associate Evaluations Manager on the Digital Success Data & AI team, you will help measure, monitor, and improve the performance of Agentforce on Salesforce Help. You'll run ongoing synthetic evaluations across Answer Quality, latency, instructions adherence, and other core capabilities, translating results into clear, actionable insights that inform product decisions, operational improvements, and leadership reporting.

You will contribute to operational excellence by building clear documentation, repeatable processes, and scalable evaluation frameworks that increase confidence in agent performance. This role partners closely with Support Delivery, Engineering, Operations, and Data Science to evaluate new features, identify risks and opportunities, and ensure quality at launch.

You will also help evolve our evaluation ecosystem - refining LLM judge prompts and ground truths - while identifying opportunities to increase automation, reliability, and efficiency. Success in this role requires strong analytical rigor, curiosity, and ownership: someone comfortable working in ambiguity, solving problems end-to-end, and consistently delivering clear, defensible insights that drive action.

Your Impact

• Support the Agentforce baselining program, using synthetic and automated tooling to continuously measure and improve performance.

• Analyze evaluation results independently, identifying root causes, surfacing trends, and translating insights into actionable recommendations for models, implementations, and processes.

• Maintain and evolve evaluation frameworks, scoring rubrics, and guidelines to ensure consistent, defensible, and scalable assessments.

• Deliver clear, influential reporting and business reviews that inform stakeholders and drive product and operational decisions.

• Define, monitor, and interpret key evaluation metrics, proactively identifying risks, regressions, and improvement opportunities.

• Enable internal partners on evaluation processes and findings, building trust and shared understanding across teams.

• Strengthen the evaluation feedback loop across automated testing, LLM-judge prompts, and golden datasets to continuously improve testing sophistication.

• Perform targeted evaluations for new features and urgent initiatives, ensuring quality and market readiness.

• Audit and refine the utterance repository to keep testing relevant, high quality, and aligned with evolving product capabilities.

• Synthesize customer and internal feedback into actionable insights, helping shape product direction and operational improvements.

• Advocate for tooling, process, and workflow improvements that increase evaluation efficiency, scalability, and reliability.

• Proactively surface risks and partner on mitigations, ensuring issues are addressed before they impact customers.

Required Skills

• 1+ years of professional experience working in Salesforce environments (program, analyst, operations, or product context). Demonstrated ability to take ownership of tasks and drive outcomes independently.

• Strong analytical mindset: comfortable reviewing conversational AI outputs, identifying failure patterns, conducting root cause analysis, and translating findings into actionable recommendations.

• Operational rigor and attention to detail: able to execute repeatable evaluation workflows accurately and consistently in a fast-paced, ambiguous environment.

• Clear written communication skills: able to document findings, produce internal documentation, and communicate insights concisely for cross-functional audiences.

• Comfort working with data: proficiency in spreadsheets (e.g., Google Sheets), reporting, and basic dashboard interpretation to derive insights and track trends.

• High reading comprehension and critical thinking: able to evaluate nuanced generative AI responses against quality standards and expected behaviors.

• Tool fluency: ability to work confidently in Salesforce reporting environments (Agentforce, Tableau, Testing Center, Observability) or quickly ramp on similar tools.

• Curiosity and learning agility: resourceful in exploring new tools, understanding evolving AI behaviors, and continuously improving evaluation approaches.

• Execution reliability: responsive, accountable, and dependable in delivering accurate outputs and supporting operational needs.

Preferred Skills

• Experience evaluating AI-generated content or conversational systems

• Familiarity with prompt engineering, acceptance criteria development, or labeling workflows

• Experience supporting operational analytics, UAT, QA, or product evaluation programs

• Experience documenting processes or enabling others through training materials

How We Work

• Clarity: We optimize for being understood, not sounding smart. Executive-ready summaries, clean narratives, no overcomplication.

• Operational rigor & integrity: Our work must be accurate, defensible, and trusted. Show your work - assumptions, data sources, and logic matter.

• Curious bias for action: We ask "why" in service of forward progress. Insight only matters if it leads to better outcomes.

• Customer Zero mindset: We use our own products first to surface issues before customers do - test, break, learn, improve.

• Mutual support & collaboration: We operate as a team - sharing context, helping each other unblock work, and maintaining strong operational awareness.

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.

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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.