CRM Lead (Service Cloud, AI & Omnichannel)

Join Zoox, a company dedicated to revolutionizing transportation. As a CRM Lead, you will drive the evolution of our Salesforce ecosystem, focusing on Service Cloud, AI-driven customer support, and omnichannel engagement. You will shape CRM strategy, build scalable systems, and lead complex initiatives that transform customer support through automation and intelligence. This role requires extensive experience in Salesforce CRM, particularly in Service Cloud, and a strong understanding of end-to-end customer journeys and multi-channel support environments.

• Definir y dirigir la hoja de ruta general de CRM alineada con el crecimiento del negocio y la transformación del soporte al cliente.
• Liderar el diseño y la evolución de Service Cloud, incluyendo la gestión de casos, el Omni-Channel, el conocimiento, el compromiso digital y los marcos de SLA.
• Implementar el enrutamiento inteligente, la automatización y la analítica del rendimiento del servicio, y liderar la estrategia y la implementación de plataformas de chatbot y AI conversacional.
• Integration & Technical Acumen: Experience working with APIs, integrations, and data platforms to enable connected CRM ecosystems
• Omnichannel & Customer Experience: Strong understanding of end-to-end customer journeys and multi-channel support environments
• Strategic & Execution Leadership: Ability to define strategy while driving execution across cross-functional teams
• Extensive CRM Leadership Experience: 10+ years of experience driving Salesforce CRM evolution with a strong focus on Service Cloud and customer support
• AI & Chatbot Experience: Hands-on experience implementing chatbot platforms, conversational AI, or self-service solutions within CRM ecosystems
• Deep Service Cloud Expertise: Proven experience designing scalable service operations including Case Management, Omni-Channel, Knowledge, and Digital Engagement
• Enterprise Transformation: Track record of driving large-scale CRM or customer experience transformations
• High-Growth Environment: Experience in scaling support operations in fast-paced, high-volume environments
• Salesforce Ecosystem Depth: Familiarity with Data Cloud, Marketing Cloud, and MuleSoft integrations
• Advanced AI/Automation: Experience with predictive support, intelligent routing, and agent assist capabilities
• You do not need to match every listed expectation to apply for this position. Here at Zoox, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills