From Technical Roots to Human Impact: How One Employee Democratizes AI

For Michelle Black, the path to becoming a Program Director at Salesforce wasn’t simply about managing systems and networks. Her journey was rooted in prioritizing active listening, a skill that is more vital today than ever before.

In a world increasingly defined by AI — and at Salesforce, by Agentforce — Michelle is ensuring her colleagues and her community are never left behind. Today, she balances her high-impact technical role with her position as the Global Philanthropy Chair for the Salesforce Women’s Network (SWN), where she’s actively democratizing AI for all.

Solving for People, Not Just Projects

That mindset didn’t happen overnight — it grew out of an unexpected career pivot. Michelle’s transition to Salesforce nearly five years ago was what she calls a “fluke” that turned into a masterclass in professional growth. Coming from a heavy technical background in B2B Enterprise Commerce, she expected more of the same. Instead, she found a culture that challenged her to merge technical acumen with business strategy.

Michelle identifies as a dedicated listener who focuses on understanding others’ needs to provide effective solutions. “It wasn’t just about tasks. It was about listening to a problem, even if it wasn’t in my remit, and finding a solution.”

Making structure out of challenge and change became the foundation of her Salesforce career. Whether she’s designing operational models for colleagues or mentoring teammates, Michelle’s North Star remains constant: empowering people through structure.

Democratizing AI for All

​​As AI began reshaping the workplace, that North Star of listening became even more urgent for Michelle, making trust essential to prevent technology from widening existing inequities. Michelle didn’t just see a new tool; she saw a potential accessibility gap. She leaned into her platform within the Salesforce Women’s Network to launch a certification program that helped over 100 employees gain their AI Associate credentials.

But she didn’t stop at the office doors.

“What if we put on an AI Summit and reached out to our nonprofits? My goal was to establish a VTO (Volunteer Time Off) program characterized by reciprocity, ensuring meaningful advantages for both our members and our community partners.”

That idea evolved into AI Upskilling, a global program established by Employee Impact Program Managers consisting of pairing Salesforce volunteers with nonprofit partners. Unlike transactional volunteering, this model is built on skills-based giving. Volunteers help nonprofit clients revamp resumes with generative AI, create professional LinkedIn headshots with image generators, and build AI fluency to stay competitive in today’s job market.

The Heart of the 1-1-1 Model

This approach doesn’t exist in a vacuum for Michelle, it’s deeply aligned with Salesforce’s culture. The company’s 1-1-1 model (donating 1% of product, 1% of equity, and 1% of employee time) reflects these values. For Michelle, this is a daily lived experience, not just through AI for Impact, but also through year-round volunteering.

March, she coordinated a sweeping partnership between SWN, Internal partners and local Atlanta nonprofits, including My Sister’s House, a shelter for women escaping domestic violence. By aligning the SWN “Fearless Forward” theme were able to support an organization that literally helps our community members move fearlessly forward in their lives.  The kits were a heartfelt way of demonstrating how philanthropy is most powerful when it’s intentional.

“I recognize how deeply fortunate I am,” Michelle reflects. “I have a safe home and the privilege of working for a tech-forward company that prepares me for the future. That awareness weighs on me. My philanthropy work is about creating access for those who don’t have those same advantages.”

For Michelle Black, democratizing AI was never just a program. It was always personal.

Mentorship: The Ripple Effect

That same drive to create access shows up just as powerfully in the way Michelle shows up for her colleagues. She actively shares her “blueprint” for success through informal mentorship, focusing on how to position yourself for growth and navigate the nuances of career advancement.

The reward? A simple Slack message from a mentee: “I got my promotion.”

For Michelle, moments like that are the ultimate validation of her leadership philosophy: authenticity breeds connection. She encourages every professional to approach volunteering not as a checkbox, but as an opportunity to sharpen the transferable skills that AI simply can’t replicate.

“As you’re volunteering, make sure you select opportunities so you can get something out of it, too. Understand the skills you’re trying to strengthen. It should be something where both parties gain.”

Leading with the Human Element

As Salesforce continues to lead the agentic era with Agentforce and new AI innovations, Michelle remains focused on what technology can’t automate: the human capacity for storytelling, empathy, and connection. Her goal is to ensure that, as the technology advances, those qualities remain at the center.

“I hope anyone who sees this uncovers their cause,” she says. “I believe everyone has something to give. I hope their engagement causes a ripple effect.”

Ready to build a career where your values lead the way? At Salesforce, we believe business is the greatest platform for change. Explore our open roles and power your future with purpose.

Inspired? Keep Reading:

AI supported the writers and editors who created this article