CRM Lead (Salesforce)

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.