Hybrid Digital Success Associate – Evaluations Manager

at Salesforce

• Job title: Digital Success Associate – Evaluations Manager
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $94,000 - $142,300 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Tableau
• Location requirements: Hybrid, Chicago, United States

About the role

• Support Agentforce performance evaluation at Salesforce, analyzing AI systems and refining operational frameworks. Collaborating with teams to ensure quality and effectiveness of new features.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program