Rob Burgunder manages the Technology Program Management team at Slack (Salesforce), where he leads the Product Specialist function, a team purpose-built to sit between customer-facing teams, product and engineering. Over his decade at Slack, Rob has helped scale support operations from a small startup through rapid growth and built programs that dramatically reduced engineering escalations and turned front-line support insights into product changes. His team recently launched an AI-powered customer friction program that quantifies pain points and delivers data-backed product recommendations, enabling a small team to identify and advocate for product changes at enterprise scale. Rob is passionate about moving support organizations upstream, preventing cases rather than just resolving them faster.