Senior Help Agent Manager, Slack – Trailhead

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Take ownership of Help Agent resolution rate performance for Slack and Trailhead.

• Create and implement strategies for enhancing resolution rates through data-driven opportunity analysis.

• Establish and manage a repository of Agent Skills.

• Identify and advocate for new opportunities to enhance Help Agent capabilities.

• Collaborate with Product Management and Engineering on roadmap priorities and technology investments.

• Work alongside Slack and Trailhead Technical Support Delivery teams as a key strategic resource.

• Maintain a consistent Rhythm of Business among Slack and Trailhead stakeholders.

• Oversee scorecards to track resolution rate trends, key challenges, and skills/opportunity coverage.

• Drive the content strategy and data management planning to elevate Help Agent performance.

• Provide error analysis reporting and opportunity analytics.

⛳️ Requirements

• A Bachelor's degree in Business, Computer Science, Data Analytics, or a related discipline.

• Over 6 years of experience in program management, product management, service delivery, product operations, software development, or a similar field.

• Strong analytical abilities and data-driven decision-making skills.

• Proven capability to collaborate across functions with Product, Engineering, and Customer Success teams.

• Outstanding written and verbal communication skills, along with effective stakeholder management.

• Knowledge of AI, conversational AI, or support automation technologies.

• A proactive approach to roadmap development and engineering engagement.

• Proficiency in both verbal and written English.

• Experience with Slack and/or Trailhead products is preferred.

• Previous experience in managing help agents, chatbots, or virtual assistant performance is preferred.

• Familiarity with self-help resolution rate metrics, support case analysis, or top case driver classification frameworks is preferred.

• Knowledge of agentic observability tools, Gemini, Claude Code, Slackbot, Tableau dashboards, or similar analytics platforms is preferred.

• Background in managing programs that integrate AI systems with human support teams is preferred.

• Experience supporting developer or admin-focused customer communities is preferred.

🏝️ Benefits

• Time off programs

• Medical insurance

• Dental insurance

• Vision insurance

• Mental health support

• Paid parental leave

• Life insurance

• Disability insurance

• 401(k)

• Employee stock purchasing program

• Certain roles may qualify for incentive compensation, equity, and additional benefits