CRM Lead (Salesforce)

TL;DR

CRM Lead (Salesforce): Driving the evolution of the Salesforce ecosystem across Service Cloud, AI-driven customer support, and omnichannel engagement with an accent on automation and intelligence. Focus on architecting scalable service operations, implementing conversational AI, and integrating complex CRM workflows with internal systems.

Location: Hybrid (Foster City, CA)

Salary: $190,000 - $239,000 a year

Company

Zoox is developing the first ground-up, fully autonomous vehicle fleet and the supporting ecosystem required to bring this technology to market.

What you will do

• Lead the overall CRM roadmap and strategy aligned with business growth and customer support transformation.
• Architect and scale Service Cloud, including Case Management, Omni-Channel, Knowledge, and SLA frameworks.
• Implement AI-powered initiatives such as chatbots, conversational AI, and agent assist tools to drive contact deflection.
• Build a seamless omnichannel customer experience across chat, mobile app, email, and voice channels.
• Oversee integration strategy using APIs and MuleSoft to connect CRM with internal and external platforms.
• Lead complex, multi-workstream CRM programs and establish governance and execution discipline.

Requirements

• 10+ years of experience driving Salesforce CRM evolution with a strong focus on Service Cloud.
• Proven expertise in designing scalable service operations and digital engagement tools.
• Hands-on experience implementing chatbot platforms or conversational AI within CRM ecosystems.
• Strong understanding of end-to-end omnichannel customer journeys.
• Technical proficiency with APIs and data platforms to enable connected CRM ecosystems.
• Must be based in or able to work in a hybrid setup in Foster City, CA.

Nice to have

• Experience with predictive support and intelligent routing capabilities.
• Familiarity with Salesforce Data Cloud and Marketing Cloud.
• Experience scaling support operations in high-growth, high-volume environments.
• Track record of driving large-scale enterprise CRM transformations.

Culture & Benefits

• Competitive compensation including Amazon RSUs and Zoox Stock Appreciation Rights.
• Comprehensive health, long-term care, disability, and life insurance.
• Paid time off including sick leave, vacation, and bereavement.
• Potential for a sign-on bonus as part of the compensation package.
• Collaborative environment at the intersection of robotics, machine learning, and design.