Manager, Salesforce Service Cloud

Where we work

Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

About your skills

• Technical Expertise: Deep understanding of Salesforce core platform architecture and Service Cloud capabilities, with advanced administrator skills and growing knowledge of AI applications in customer support environments. Hands on experience building automation with Flows and other declarative tools.
• Strategic Thinking: Ability to translate complex business processes into scalable system solutions while developing and prioritizing roadmaps that align with organizational goals.
• Leadership: Effective team mentoring capabilities, paired with exceptional stakeholder management and collaboration skills across technical and business teams.
• Problem-Solving: Analytical approach to identifying and resolving complex issues with attention to detail and a focus on sustainable, long-term solutions.

About this role

Udemy is seeking a strategic and technically adept Manager of Salesforce Service Cloud to lead the implementation and long-term ownership of our Service and Experience Cloud platforms. This role is critical to enabling scalable, high-impact customer experiences across our Global Customer Operations teams-supporting both Enterprise and Consumer customers. You will partner closely with our implementation vendor during initial setup and take full product ownership post-launch, driving platform maturity, feature innovation, and operational excellence. This role requires a strategic thinker who can translate business requirements into effective system solutions while building strong relationships with stakeholders and managing team members.

What you'll be doing

• Lead and coordinate the successful rollout of Salesforce Service and Experience Clouds, partnering with external vendors, internal stakeholders, and cross-functional teams.
• Serve as the Product Manager for Service and Experience Clouds post-implementation, overseeing system stability, continuous improvement, and roadmap execution.
• Develop and maintain a strategic roadmap and product backlog for future enhancements and projects based on business priorities and ROI.
• Build strong partnerships with the Global Customer Operations team to understand user pain points and opportunities for automation and optimization.
• Translate complex support workflows into scalable Salesforce solutions using declarative features (e.g., Flows, Omni-Channel, Knowledge Base) or code in collaboration with developers.
• Lead and manage Service Cloud developers and administrators, providing technical guidance and collaboration coaching
• Facilitate user acceptance testing (UAT), change management, and adoption across regions and teams.
• Stay ahead of Salesforce product releases and recommend high-value features and optimizations

What you'll have

• 5-10 years of experience implementing or managing Salesforce Service Cloud in high-growth or global organizations.
• Experience with Experience Cloud (e.g., customer/self-service portals, partner communities).
• Required Salesforce certifications:
• Salesforce Administrator Certification
• Preferred Salesforce certifications:
• Salesforce Platform App Builder Certification
• Salesforce Service Cloud Consultant Certification
• Salesforce Experience Cloud Consultant Certification
• Experience managing a technical team (developers/admins) and influencing across functions.
• Strong understanding of customer support operations, contact center processes, and case management best practices.
• Familiarity with Agile/Scrum methodology, sprint planning, and backlog grooming.
• Experience managing project timelines, resources, and deliverables to achieve outstanding results.