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Job Category
Product
Job Details
Field Service & Operations organizations are navigating a once-in-a-generation shift driven by AI. They are pivoting from reactive to predictive service organizations, redefining how they manage their workforces, assets, and operations in the physical world.
Compounding these pressures, these businesses are also struggling to manage their diverse workforces particularly their large population of deskless, shift-based workers. Today, these workers face a massive engagement crisis, with 76% of frontline employees reporting severe burnout due to rigid scheduling, disconnected applications and financial stress. For businesses, this burnout drives staggering attrition rates over 60%, which costs enterprises millions.
As part of the Salesforce Field Service & Operations business, Frontline Workforce Management (WFM) is transforming how organizations support, optimize, and retain this critical workforce through a mobile-first approach. We are empowering shift managers with AI-powered forecasting and shift planning tools to generate and staff highly optimized schedules to meet their critical business demands and support their workforce. We are also transforming the day to day for deskless workers, reducing the strain of managing their schedules while also giving them greater ability to meet their financial objectives.
Your Mission
As the Senior Product Manager for Frontline Shift Experience, your mission is to build an elite, consumer-grade experience mobile experience that directly alleviates the financial strains and cognitive stress that tax the frontline. You will delight and engage this workforce with Agent-powered experiences that help them effortlessly optimize their hours, pick up open shifts, and manage availability.
Key Responsibilities
Drive the WFM Frontline Strategy: Define and execute the end-to-end product roadmap for the deskless worker interface within the new Salesforce WFM ecosystem, prioritizing features like autonomous shift bidding, peer-to-peer shift trading, open-shift routing, and mobile time-capture.
Strategic WFM Product Alignment: Work closely with the product leader for Frontline Workforce Management on the broader strategy and execution plan for the product suite, ensuring the worker interface seamlessly inherits complex backend scheduling guardrails, labor compliance rules, and operational data.
Pioneer Agentic Frontline Guidance: Embed an AI Shift Agent directly into this dedicated mobile-first app to enable workers to resolve scheduling conflicts, execute trades, and optimize their hours through simple, natural language.
Conquer Mobile Fragmentation: Lead the technical and strategic collaboration with our internal engineering teams to deliver an integrated, offline-capable, and frictionless shift lifecycle that replaces fragmented legacy tools.
Effectively Manage Ambiguity and Change: Thrive in a fast-evolving, "01" product environment, quickly adapting and pivoting product strategy across what you are accountable for as user behaviors and platform capabilities mature.
Get It Done Execution: Take personal accountability and complete ownership to deliver exceptional results, breaking down complex integration challenges into clear, executable product requirements (PRDs).
Be the Voice of the Frontline: Spend time in the field with shift-based workers to deeply understand their real-world environment, translating user empathy into strong product judgment and design decisions that actively combat worker burnout.
Qualifications
Experience: 508+ years of product management experience, with a proven track record of shipping highly successful consumer mobile applications, enterprise collaboration tools, enterprise platform integrations, or conversational UI/UX.
Domain Focus: Deep familiarity with shift-based work dynamics (bidding, trading, compliance, and time-tracking) within Field Service, Workforce Management (WFM), retail, logistics, or gig-economy software (e.g., UKG, Connecteam, Deputy).
Matrixed Leadership Excellence: Proven ability to influence, inspire, and align multiple product domains and platform business units without direct reporting authority.
Strong Product Judgment: Demonstrated mastery of product depth and breadth, balancing complex backend labor rules and enterprise compliance with a radically simple, intuitive worker interface.
Technical Literacy: Strong understanding of modern application integration, including APIs, webhook architectures, real-time sync, and conversational platform constraints.
Unleash Your Potential
When you join Salesforce, you9ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we9ll 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 1 but to redefine what99s possible 1 for yourself, for AI, and the world.
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