AI Project Manager - Salesforce API

Project overview

Context

A provider specialized in loyalty programs and premium white-label concierge services primarily supports financial institutions in France, with ambitions for international expansion. Their offering combines 24/7 human support, loyalty programs granting access to exclusive privileges, and a technology and marketing services platform. The activity involves approximately 200,000 concierge requests per year, covering ticketing, car rentals, travel, hospitality, transportation, gastronomy, home delivery, personal services, and leisure.

A transformation program aims to automate operations by leveraging external APIs and agentic AI. The objectives are to increase productivity by at least 30%, targeting 50%, and to improve service quality through richer and more detailed proposals, sent within two hours instead of the current 12 to 24 hours. The solution must form a sustainable foundation for the next ten years.

The first pilot concerns the car rental process. It involves implementing the platform, delivering an initial operational solution, and preparing the foundations for a range of solutions. Salesforce centralizes customer requests and interactions and manages processes. External APIs provide availability and pricing, while an AI coordinator orchestrates specialized agents to research, prioritize, prepare proposals, and draft emails. Initially, a concierge will review and adjust proposals before sending. Booking and payment may be added subject to the implementation of necessary data flows with service providers.

Mission

Independently lead the transformation and AI program, coordinating business, IT, and holding teams, from defining target journeys to production deployment, adoption, and results measurement.

Main Responsibilities

Technical Environment

Expected Deliverables

Candidate Profile

Experience

Technical Skills

Personal Skills

Languages

• Finalize and operationalize target journeys: detailed processes, business rules, exception cases, acceptance criteria, and functional requirements.
• Identify and engage relevant service providers, then negotiate and secure access to necessary APIs.
• Formalize target customer journeys, explain their principles, and unite teams around a shared vision.
• Coordinate the execution with the Salesforce, AI platform, API, and integration teams.
• Perform iterative functional acceptance testing and involve users during testing.
• Drive the project to the production go-live decision and ensure post-deployment monitoring.
• Configure and evolve agents in a no-code approach, particularly by writing and optimizing prompts, in collaboration with technical teams.
• Secure delivery regarding deadlines, budget, and functional requirements, with regular governance, clear reporting, and alert escalation.
• Oversee production deployment, monitoring, observability, and operational maintenance of AI components, with competent teams.
• Implement and track quality, NPS, adoption, ROI, productivity, response time, automation rate, and human intervention indicators.
• Lead change management: organizational impacts, communication, training, user support, and post-deployment assistance.
• Prepare steering committee meetings and present results, risks, options, and decisions required to the management committee.
• CRM and processes: Salesforce
• Integration and automation: APIs, integrations, no-code approach
• Artificial intelligence: Agentic AI, specialized agents, prompt writing and optimization
• Tools: Teams, SharePoint, Power BI, Excel
• Programming language: Python
• Operationalized target journeys, including detailed processes, business rules, exception cases, acceptance criteria, and functional requirements.
• Initial operational solution for the car rental pilot.
• Iterative functional acceptance testing and elements to prepare the production go-live decision.
• Production deployment, monitoring, observability, and operational maintenance plans for AI components.
• Quality, adoption, ROI, productivity, response time, automation, and human intervention indicators, along with their tracking.
• Regular governance and reporting presenting results, risks, options, and decisions required.
• Change management, training, user support, and post-deployment assistance actions.
• At least 8 years of experience in managing complex and long-term transformation projects or programs.
• Demonstrated experience deploying AI or agentic AI solutions in a secure IT environment.
• Solid experience in process transformation, digitalization, or optimization.
• Good understanding of Salesforce, APIs, and automation.
• Proficiency with Teams, SharePoint, and Power BI.
• Excellent command of Excel.
• Autonomy and ability to structure the execution of a complex program.
• Transverse leadership and ability to mobilize stakeholders without direct hierarchical links.
• Results-oriented, pragmatic, and capable of driving projects to production, adoption, and value measurement.
• Excellent organizational, communication, analytical, and problem-solving skills.
• Ability to drive decision-making and propose solutions to blockages.
• Ability to adapt communication to business stakeholders, technical experts, the holding company, and the management committee.
• Fluent in French and English, both spoken and written.

Project details

• Start: flexible
• Remote: hybrid
• Location: Saint-Denis, France, FR
• Rate: 84-84 EUR/h
• Languages: French