CRM Lead – Service Cloud, AI & Omnichannel

• Lead CRM strategy and roadmap aligned with business growth and customer support transformation.
• Architect and scale Salesforce Service Cloud including Case Management, Omni-Channel, Knowledge, Digital Engagement, and SLA frameworks.
• Own AI, chatbot, and automation initiatives to drive self-service, contact deflection, and agent assist.
• Drive omnichannel customer experience across chat, mobile app, email, and voice.

This role directly contributes to transforming customer support through automation and intelligence, enabling scalable, efficient, and seamless customer experiences that are critical to the adoption of autonomous mobility.

• 10+ years of experience driving Salesforce CRM evolution with strong focus on Service Cloud.
• Deep expertise in Service Cloud design including Case Management, Omni-Channel, Knowledge, and Digital Engagement.
• Hands-on experience implementing chatbot platforms, conversational AI, or self-service solutions within CRM ecosystems.
• Strong understanding of end-to-end customer journeys and multi-channel support environments.

Compensation and perks not specified in the posting. Zoox offers a dynamic, fast-moving environment at the intersection of robotics, machine learning, and design.

Zoox is developing the first ground-up, fully autonomous vehicle fleet and the supporting ecosystem to bring this technology to market, aiming to provide next-generation mobility-as-a-service in urban environments.