Feedback Program Manager

Missouri, United StatesOnsiteTemporaryPosted 2 months agoVisa sponsorship available

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Role summary

Salesforce is seeking a Feedback Program Manager to oversee their Digital Experiences feedback loop across various digital channels. This cross-functional role is crucial for improving digital support experiences and reducing customer attrition by ensuring customer friction signals are captured, analyzed, and acted upon. Responsibilities include managing the feedback system's strategy and technology, maintaining Salesforce custom objects, producing stakeholder newsletters, advising on insights development and prioritization, and managing reporting dashboards. The ideal candidate will have experience in program or product operations, familiarity with Salesforce tools, strong communication skills, and the ability to synthesize data into executive narratives.

## Description

### About the Role

The Feedback Program Manager is a critical cross-functional role within the Digital Success Insights program, responsible for overseeing the health and effectiveness of Salesforce's Digital Experiences feedback loop, including Agentforce, Help.Salesforce.com, and other Digital Channels supported by the Digital Success organization within Customer Success at Salesforce. This role bridges gaps with insights and work item management for engineering, product, and design teams to ensure that customer friction signals are systematically captured, analyzed, and actioned to improve digital support experiences and reduce customer attrition.

### Responsibilities

Oversee the overall health, strategy, and effectiveness of the end-to-end feedback system
Maintain and evolve a Salesforce custom object (Feedback Records), ensuring the technical infrastructure supports the feedback process
Produce and distribute monthly stakeholder newsletters with key program metrics
Consult on categorization and tracking decisions during insights development
Advise on prioritization and metrics selection during triage and reporting
Manage and maintain dashboards and reporting that shows the feedback & insights loop linked to Roadmap delivery.
Stay informed on new Feedback Records created in GUS, feedback linked to Roadmap Items/Intakes, status changes, and orphaned feedback resolution

### Accountabilities

Strategy, health, and technology of the feedback loop
Maintaining accurate and up-to-date GUS Feedback Records
Driving the feedback-to-roadmap ratio and ensuring transparency of program outcomes

### Qualifications

Experience in program or product operations, ideally within a data, AI, or product management context
Familiarity with Salesforce project management tools or similar internal engineering/product tracking systems
Strong cross-functional communication and stakeholder management skills
Ability to synthesize complex data signals into clear executive-level narratives
Experience building or managing feedback systems, voice-of-customer programs, or insight pipelines
Comfortable operating in a fast-moving, ambiguous environment with multiple stakeholders

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