Zendesk, Inc.

Lead and define product security strategy, build teams, and drive secure product development at a senior leadership level. | 12+ years in product/application/cloud security with 7+ years leading teams, deep technical expertise in security domains, and strong executive communication skills. | Job Description About the role Zendesk is building the future of AI-powered customer and employee service. Our products help organizations resolve customer issues across channels, automate complex workflows, and protect sensitive customer and end-user data at global scale. Security is foundational to that trust. We are looking for a Senior Director of Product Security to define and lead the next chapter of product security at Zendesk. This is a senior leadership role for someone who can set a compelling long-term vision, build and scale strong teams, influence product and engineering strategy, and still go deep technically when the situation requires it. You should be comfortable moving from executive-level risk and product strategy to detailed technical discussions about authorization models, API security, AI agent threat models, secure SDLC controls, vulnerability management, and incident root cause analysis. You will help make security a native property of Zendesk’s products rather than a late-stage review or compliance checkpoint. What you’ll do Set the Product Security Vision and Operating Model Define and drive Zendesk’s product security strategy across our products, AI capabilities, platform services, APIs, integrations, and developer ecosystem. Build a roadmap that reduces customer-impacting risk, improves engineering velocity, and establishes clear outcomes, metrics, and accountability. Partner with leaders across Product, Engineering, AI, Infrastructure, Privacy, Legal, and GRC to align security priorities with business strategy and customer trust. Lead with Technical Credibility Serve as a senior technical authority on product security for SaaS, cloud-native, and AI-enabled systems. Engage directly in high-risk architecture reviews, threat modeling, vulnerability analysis, and incident remediation decisions, helping teams make pragmatic trade-offs across identity, authorization, API security, encryption, tenant isolation, and secure design. Build Secure-by-Design Systems Shift product security from reactive review to secure-by-design engineering by driving reusable patterns, paved roads, automation, platform controls, and developer self-service. Strengthen secure SDLC practices and improve security tooling coverage across code, dependencies, APIs, infrastructure as code, and CI/CD pipelines. Secure AI and Agentic Product Surfaces Partner with AI and product engineering teams to identify and mitigate risks in AI agents, copilots, LLM integrations, retrieval systems, and autonomous workflows. Define secure design principles for authorization, action scoping, auditability, human oversight, data minimization, model/provider boundaries, and abuse prevention. Own Product Vulnerability Management and Response Own the full lifecycle of product vulnerability management and security response, from discovery and prioritization through remediation, validation, customer-impact assessment, and durable prevention. Leverage automation and AI-assisted analysis to identify, triage, and remediate vulnerabilities across Zendesk codebases, while partnering on bug bounty reports, customer-reported issues, external penetration testing, and product security incidents. Build and Develop a High-Performing Team Lead, mentor, and grow a global high-performing Product Security team, including managers and senior technical ICs, with the technical depth, strategic judgment, and cross-functional influence needed to support Zendesk at scale. Build a rigorous, pragmatic, inclusive culture that is trusted by Engineering and helps accelerate secure product delivery. Communicate Risk Clearly Translate complex technical risks into clear business, customer, and engineering trade-offs. Provide crisp metrics, trends, and recommendations to executive leadership, and support customer trust conversations, security reviews, RFPs, and enterprise escalations with credible product security expertise. What you bring to the role 12+ years of experience across product security, application security, software engineering, security architecture, cloud security, offensive security, or related technical security roles, including 7+ years leading high-performing security or engineering teams. Deep experience securing large-scale, cloud-native, enterprise, or AI-enabled products that handle sensitive customer data, operate in multi-tenant environments, and carry high customer trust expectations. Strong product engineering credibility, with the ability to partner effectively with Engineering and Product teams and embed security into how software is designed, built, tested, deployed, and operated. Hands-on technical depth across areas such as web and API security, authentication and authorization, identity systems, tenant isolation, cloud and container security, CI/CD, software supply chain security, secrets management, vulnerability management, secure SDLC, and incident response. Demonstrated ability to lead or meaningfully contribute to threat models, architecture reviews, vulnerability triage, exploitability analysis, secure design decisions, and product security incident reviews. Experience building secure-by-default patterns, developer tooling, platform controls, automation, and paved roads that scale security across engineering organizations without slowing product delivery. Working knowledge of AI, LLM, and agentic security risks, including prompt injection, data leakage, tool abuse, unsafe autonomous actions, model and provider trust boundaries, RAG security, and guardrail design. Strong executive communication skills, with the ability to translate technical risk into clear business impact, customer implications, trade-offs, and investment priorities. A pragmatic, product-minded approach to risk, with a track record of protecting customers while helping teams ship securely and quickly. Preferred qualifications Experience securing SaaS products with marketplace apps and third-party integrations Familiarity with security, compliance, and assurance frameworks such as SOC 2, ISO 27001, FedRAMP, HIPAA, PCI, NIST, OWASP ASVS/SAMM, SLSA, SSDF, or OpenSSF. Experience partnering with Customer Trust, Privacy, Legal, Support, and go-to-market teams on enterprise security reviews, customer escalations, and assurance activities. Bachelor’s degree in Computer Science, Software Engineering, Cybersecurity, Information Systems, or a related technical field, or equivalent practical experience. A master’s degree or other advanced technical education is a plus, but not required. Relevant certifications such as CISSP, CSSLP, OSCP, OSWE, GIAC GWAPT, GIAC GWEB, GIAC GCPN, CCSP, cloud security certifications, or other product, application, and cloud security certifications are helpful but not required. Security research, open-source security contributions, conference talks, published writing, or demonstrated community involvement are a plus. The US annualized base salary range for this position is $278,000.00-$416,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request. Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Own the vision, roadmap, and execution of marketing technology and digital experience platforms to support GTM strategies. | Requires 5+ years in product management or related fields with strong technical and AI fluency in marketing technologies. | Job Description At Zendesk, we are dedicated to accelerating revenue growth and optimizing our Go-To-Market strategy through innovative technology. We are actively scaling our MarTech ecosystem and embedding artificial intelligence across our platforms to deliver highly personalized, seamless customer journeys at scale. As part of our ongoing evolution, we are expanding our capabilities to support modern monetization models—including usage-based and consumption-based pricing. In this role, you will be at the forefront of enabling these flexible, customer-centric revenue models that align with today's dynamic market needs. About the Role We are looking for a highly strategic and technically fluent Product Manager, MarTech & Digital Systems to own the vision, roadmap, and execution of our marketing technology and digital experience stack. Sitting within the IT organization, you will serve as the primary liaison and strategic partner to our Marketing, MarketingOps, and SalesOps teams. You will treat our internal GTM and digital systems as a product, ensuring seamless data flow, scalable architecture, and high platform reliability-from top-of-funnel digital acquisition (SEO, web, trials) through to closed-won sales. As the landscape evolves, you will also lead the technical evaluation and integration of AI-driven capabilities to maximize team efficiency and customer personalization. Key Responsibilities Digital & MarTech Product Vision: Define and manage the overarching product roadmap for our digital marketing stack (CMS, eCommerce, trial flows) and core MarTech stack (e.g., Marketo, Salesforce). Prioritize the backlog based on business value and strategic OKRs. AI & Automation Strategy: Evaluate, implement, and govern AI solutions across the GTM stack. This includes integrating predictive models (e.g., AI lead scoring), deploying generative AI for content and web workflows, and leveraging agentic AI to automate manual ops tasks. Digital Channel Enablement: Architect and manage the underlying systems that power our digital marketing efforts. This includes owning the technical foundations for SEO, enterprise Content Management Systems (CMS), eCommerce platforms, and Product-Led Growth (PLG) trial and expansion motions. System Architecture & Integrations: Oversee the end-to-end flow of data across systems. Ensure integrations between our website, trial databases, eCommerce billing, and CRM are stable, scalable, and built to support rapid growth. Cross-Functional Alignment: Act as the strategic bridge between IT (Engineering, Data, Security) and Business Operations (Marketing, MarketingOps, SalesOps). Translate GTM strategies into scalable technical architectures. Project Delivery & Transformation: Lead high-impact, enterprise-level system migrations, implementations, and feature enhancements. Ensure 100% on-time delivery with rigorous testing and minimal business disruption. Data Quality & Governance: Partner with IT Security and Data teams to establish robust data governance frameworks, specifically ensuring that new AI tools comply with internal security and data privacy regulations (GDPR, CCPA). How You Will Partner With Digital Marketing & Content: You will own the platform (e.g., Adobe Experience Manager, WordPress, Magento), while they own the campaigns and content. You will build the technical capabilities they need for SEO optimization, seamless eCommerce transactions, and AI-assisted content workflows. With MarketingOps: You will build the technical capabilities they need for advanced segmentation, AI-driven lead scoring, closed-loop reporting, and automated workflows originating from digital channels. With SalesOps: You will ensure digital and trial data seamlessly transitions to sales workflows, stabilizing lead routing and defining SLA tracking architectures. With IT/Engineering: You will lead the agile ceremonies, write clear user stories, and protect the engineering team's capacity while ensuring enterprise-grade security and governance. Qualifications & Experience Experience: 5+ years of experience in Product Management, Business Systems Analysis, or MarOps with a heavy emphasis on technology ownership. Domain Expertise: Deep understanding of B2B Go-To-Market lifecycles, digital marketing channels (SEO, SEM, organic), and product-led growth (PLG) or trial-based acquisition models. AI & Machine Learning Fluency: Strong conceptual understanding of modern AI technologies (LLMs, RAG, predictive analytics) and how to practically apply and govern them within enterprise B2B marketing and sales environments. Digital & Web Technologies: Strong working knowledge of enterprise Content Management Systems (e.g., Adobe Experience Manager (AEM)), eCommerce platforms (e.g., Adobe Commerce/Magento), web analytics (e.g., Adobe Analytics, Google Analytics 4), and personalization/A-B testing engines (e.g., Adobe Target). Technical Knowledge: Advanced proficiency with core GTM platforms and enterprise Marketing Automation systems, specifically within the Adobe Experience Cloud (e.g., Adobe Marketo Engage, Adobe Real-Time CDP), as well as deep knowledge of CRM architecture (Salesforce). Integration Skills: Familiarity with integration platforms (iPaaS) and understanding of API capabilities, webhook structures, and relational data models. Agile Methodology: Proven experience working in an Agile/Scrum environment, utilizing tools like Jira or Asana to manage sprints and backlogs. Preferred Skills Hands-on experience implementing AI-native GTM tools or platform-specific AI features (e.g., Adobe Sensei, Salesforce Einstein, custom AI integrations). Experience with routing and orchestration tools (e.g., LeanData, Openprise). Experience with intent data and ABM platforms (e.g., 6sense, Demandbase). Certifications in Product Management (CSPO), Salesforce, or specific Adobe enterprise platforms (e.g., Adobe Certified Expert - Marketo Engage or AEM). Why Join Us? Lead the transformation of Marketing processes through innovative MarTech and AI solutions. Work closely with business leaders and sales teams to impact revenue growth and operational efficiency. Be part of a collaborative, forward-thinking team with access to the latest technology. Competitive salary and comprehensive benefits package. The US annualized base salary range for this position is $220,000.00-$330,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request. Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Build and optimize AI-powered conversation engine features including frontend and backend components with LLM integrations and workflow orchestration. | 3+ years fullstack engineering experience with Python backend and React/TypeScript frontend, plus familiarity with search, caching, and streaming technologies. | Job Description About the Role Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating that ambition by building products rooted in AI, automation, and intelligent customer experiences, because behind every interaction lies an opportunity to make a human connection. We’re seeking a Senior Fullstack Engineer to help build Solve — an AI-powered conversation engine that resolves customer issues across channels. You’ll deliver end-to-end features spanning LLM integrations, RAG retrieval, workflow orchestration, and polished front-end experiences that customers rely on to automate support. What you’ll be doing ● Extend the multi-turn conversation engine: manage intent routing, context preservation, streaming responses, and human handoff across channel integrations. ● Build and optimize the RAG pipeline: embeddings, semantic retrieval, hybrid ranking, and evidence-based answer construction to reduce hallucinations. ● Architect and implement the visual workflow/prompt builder experience (React) for designing branching conversational flows and tool integrations. ● Integrate with LLM providers through a unified abstraction layer and build specialized prompt strategies for tasks like clarification and validation. ● Create data visualization and analytics surfaces to help customers monitor intent performance and AI impact. ● Maintain high quality via testing, observability, and performance improvements across frontend and backend. Basic qualifications ● 3+ years professional fullstack engineering experience with production ownership. ● Proficiency with Python backend frameworks (FastAPI recommended) and React/TypeScript frontends. ● Experience with search, caching, and message/event streaming technologies. Preferred qualifications ● Previous experience with LLM providers (OpenAI, Google GenAI, etc.) and prompt engineering. ● Experience designing visual flow editors (React Flow or similar) and rich text editors. ● Familiarity with embedding stores and retrieval pipelines at scale. ● Prior work on multi-tenant SaaS and real-time streaming systems. The US annualized base salary range for this position is $145,000.00-$217,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request. Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Design, build, and maintain robust backend data pipelines and integrations for AI-powered customer service products. | 3+ years backend engineering with Python, distributed systems, and experience with MongoDB, Elasticsearch, and worker queues. | Job Description Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating that ambition by building products rooted in AI, automation, and intelligent customer experiences, because behind every interaction lies an opportunity to make a human connection. We’re seeking a Senior Backend Engineer to own the data layer that powers Zendesk’s AI products. In this role, you’ll build and scale integrations and analytics infrastructure that transform raw support data into trusted automation recommendations — directly enabling customers to reduce support costs and improve customer outcomes. What you’ll be doing Design, build, and maintain robust platform connectors (ETL: Client → Extractor → Transformer → Loader) across third‑party systems, handling auth, pagination, rate limits, and schema drift. Extend and scale the Discover insights engine: clustering topics, detecting knowledge gaps, calculating deflection/opportunity impact, and surfacing automation recommendations. Build and operate resilient data pipelines: real-time webhooks, incremental sync, reindexing, and metrics aggregation with worker queues. Design, optimize, and maintain search indices and aggregation pipelines for full-text, vector, and hybrid search at scale. Solve distributed systems problems around multi-tenant isolation, webhook security, incremental sync correctness, and fault-tolerant processing. Collaborate with product, ML, and design to turn analytics outputs into reliable, explainable customer-facing metrics and recommendations. What you bring to the role Strong backend engineering instincts and ownership mindset; you take systems from prototype to production-grade. Deep experience building data pipelines or integration platforms with attention to correctness and observability. Practical knowledge of search and analytics infrastructure powering RAG and retrieval features. Experience with distributed job processing patterns and worker queue design. A collaborative approach for working with product, data science, and customer-facing teams to deliver measurable ROI. Basic qualifications 3+ years professional backend engineering experience, ideally in B2B SaaS. Proficient in Python and backend frameworks (we use FastAPI). Production experience with MongoDB, Elasticsearch/OpenSearch, and Redis. Experience designing and operating distributed job processing (RQ, Celery, or similar). Preferred qualifications Experience with ETL/orchestration tools (Dagster, Airflow) and S3-based storage patterns. Familiarity with NLP pipelines, embeddings, or production RAG systems. Experience with system design for multi-tenant SaaS and webhook security (HMAC/OAuth). Prior work on analytics engines that translate metrics into product recommendations. The US annualized base salary range for this position is $174,000.00-$260,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request. Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Lead large-scale delivery and governance of digital and AI-enabled transformation programs. | Extensive experience in program leadership, delivery governance, and AI-driven digital transformation, but no direct Martech or marketing operations background. | Job Description As a pivotal senior individual contributor, the Senior Marketing Operations Manager, Martech & AI Transformation will architect a modern, intelligent marketing ecosystem. You aren't just managing tools; you are driving the shift from traditional automation to AI-driven orchestration. Reporting to the Director of Marketing Operations, you will be the cross-functional lead responsible for Martech cohesion, AI-readiness, and the adoption of high-impact technologies. You will bridge the gap between "AI-curious" and "AI-native," piloting cutting-edge tools (GenAI, agentic workflows, predictive modeling) while ensuring our core stack remains secure, integrated, and optimized for revenue. What you’ll be doing Architect an AI-Ready Ecosystem Define and evolve an organization-level Martech architecture that prioritizes data fluidity and AI accessibility. Lead the Unified Data Layer initiative: ensure our CDP and Data Warehouse are structured to feed LLM-based applications and predictive models accurately. Build and maintain a multi-quarter roadmap that balances legacy stack debt with high-growth AI innovation. Drive AI Transformation & Rapid Prototyping Own the AI Sandbox: Design and lead structured proofs-of-concept (POCs) for GenAI use cases, such as automated content localization, autonomous SDR agents, and hyper-personalized journey mapping. Scale Intelligence: De-risk major technology bets by running pilot programs and successfully transitioning them into full-scale production workflows. Lead Vendor Innovation: Own the evaluation (RFPs, scoring, pilots) of emerging AI vendors, ensuring they meet enterprise standards for security and performance. Modernize, Audit, and Rationalize the Stack Conduct regular audits to identify redundancy and capability gaps, producing consolidation recommendations. Streamline the stack by decommissioning underperforming tools to reallocate budget toward high-impact AI and automation infrastructure. AI Governance, Measurement, and Change Management Define AI Efficiency: Establish KPIs that measure not just conversion lift, but the reduction of manual work and increased speed-to-market. Codify Governance: Develop the framework for ethical AI use, data privacy, and brand consistency across all automated and generated outputs. Enable the Team: Act as the internal evangelist for AI adoption, creating runbooks, prompt-engineering guides, and integration diagrams to upskill the broader marketing organization. Strategic Partner & Business Liaison Align marketing leaders on resources and dependencies; translate technical AI capabilities into business outcomes (e.g., MQL conversion, pipeline velocity). Facilitate working agreements with IT/CIO to ensure Martech-led AI initiatives align with broader corporate data security policies. What you bring to the role AI-First Systems Thinker: You look beyond simple integrations to architect cross-functional solutions that leverage machine learning and agentic workflows to simplify decision-making. Business‑oriented marketer: Solid understanding of the full marketing funnel and how technology, processes, and data drive conversion and pipeline. You can link platform capabilities to tangible business outcomes (lead quality, conversion lift, pipeline contribution). Technical Translator: The ability to explain complex concepts to non-technical stakeholders in a way that gains buy-in. Bias for Action: Proven experience driving large, multi-quarter programs from a "wild idea" to a measured, scalable business reality. Data-Obsessed: You don't just "want data"; you understand how to structure it for model training and predictive accuracy. Strong stakeholder influence: Proven ability to align senior leaders, run workshops, and codify governance that drives adoption. Qualifications Must-have 8+ years of professional experience in Marketing Operations, Martech, or RevOps. Demonstrated AI Experience: Proven track record of operationalizing AI/ML tools - moving beyond basic ChatGPT prompts to building automated, AI-driven workflows within a production environment. Platform Expertise: Deep familiarity with the classic Martech stack (Salesforce, Marketo/HubSpot, Segment/Adobe RTCDP, GA4) and how they interface with modern AI layers. Program Management: Experience leading stack rationalization, vendor selection, and large-scale transformation initiatives. Governance Guru: Solid understanding of data privacy (GDPR/CCPA) and the specific security risks associated with feeding customer data into LLMs. Nice-to-have Hands-on experience with Integration/Middleware (Workato, Zapier, Tray.io) to build automated agentic workflows. Familiarity with Prompt Engineering, RAG architectures, or scripting (Python/SQL) for data manipulation. Experience in a high-growth B2B SaaS environment. Advanced certifications in Salesforce, Marketo, or specialized AI/Data Science credentials. #LI-WO1 The US annualized base salary range for this position is $158,000.00-$238,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request. Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Lead global HR strategies, partner with executive leadership, drive organizational transformation, and enhance employee experience in a SaaS environment. | 15+ years progressive HR experience with 5+ years in strategic HR business partnering for sales, bachelor's degree required, global HR expertise, and strong leadership skills. | Job Description We are seeking a visionary and strategic Director of HR Business Partnering to join our innovative AI-first customer service software SaaS company. Reporting to the VP, HR Business Partnering for GTM and Sales, this role is crucial in designing and delivering global HR strategies that will drive outcomes aligned with our business objectives, cultivating a high-performance culture, and enhancing organizational effectiveness across diverse international markets. The ideal candidate will have a robust background in HR business partnering, with a comprehensive understanding of global HR practices and the ability to influence and drive change at the highest levels of the organization. As a key member of the HR Business Partnering team, you will play a critical role in shaping the future of our company while enhancing the overall employee experience. Senior HR Business Partnering experience for an Executive Sales Leadership team is essential, please make sure this stands out on your resume. Key Responsibilities Strategic Leadership: Lead the development and execution of innovative HR strategies that align with the company’s long-term business objectives, ensuring that HR initiatives are integrated into the overall business strategy. Executive Partnership: Serve as a strategic partner and coach to the executive leadership team, providing insights and recommendations that drive organizational effectiveness and foster a culture of performance and accountability. Global Workforce Strategy: Oversee global workforce planning initiatives for your functions, ensuring that the organization has the right talent in place to meet current and future business needs. Analyze global workforce trends and devise strategies to address talent gaps and optimize resource allocation across all locations. Organizational Transformation: Drive organizational design and transformation initiatives that enhance operational efficiency and agility, ensuring alignment with business goals and fostering a culture of innovation and performance. Leadership Development: Champion organizational development initiatives that promote leadership capabilities, team effectiveness, and a culture of continuous learning. Implement comprehensive leadership development programs that prepare leaders for future challenges. Global HR leadership: Ensure the effective delivery of global HR strategies across multiple locations, collaborating with regional HR Business Partnering teams to ensure compliance with local labor laws while maintaining a cohesive and integrated global HR framework. Talent Acceleration: Spearhead talent acquisition, development, and retention strategies that build a high-performing workforce. Lead succession planning efforts and advocate for leadership development initiatives to ensure a robust talent pipeline Employee Experience: Cultivate an inclusive and engaging workplace culture by developing programs that enhance employee productivity, collaboration, and innovation, ultimately driving retention and satisfaction in collaboration with our Talent & Culture teams. Performance Optimization: Lead the implementation of performance management systems that facilitate continuous feedback, goal alignment, and professional development, ensuring that performance metrics align with business objectives. Change Management: Provide strategic HR guidance during organizational change initiatives, ensuring effective communication and support for leaders throughout transitions. Data-Driven Decision Making: Leverage HR analytics to inform strategic decision-making and evaluate the effectiveness of HR initiatives, providing actionable insights to the executive team on workforce trends and challenges. Cross-Functional Collaboration: Collaborate with regional HR teams and centers of expertise (such as talent acquisition, talent acceleration, and employee relations) to deliver comprehensive HR solutions that meet the evolving needs of the business. What You’ll Bring Experience: A minimum of 15 years of progressive HR experience, with at least 5 years in a leadership role focused on strategic HR business partnering in a SaaS or technology-driven environment. Experience: Significant experience in business partnering to a Sales organisation. Education: A bachelor’s degree in Human Resources, Business Administration, or a related field is required; a master’s degree in Human Resources or Organizational Behavior is strongly preferred. Strategic Vision: Proven ability to think strategically and commercially, aligning HR initiatives with overarching business goals and driving organizational performance at an executive level. Global Expertise: Extensive experience in HR leadership across multiple jurisdictions, with a deep understanding of international labor laws, cultural nuances, and global HR best practices. Organizational Design Experience: Demonstrated expertise in organizational design and transformation, with the ability to analyze complex workforce needs and implement effective structures and programs to support business growth. Consultative Leadership: Exceptional consultative skills, with the ability to influence and advise senior leaders, providing strategic insights that drive HR initiatives and organizational effectiveness. Collaborative Mindset: Outstanding interpersonal and communication skills, with a collaborative approach that fosters teamwork and builds strong relationships across all levels of the organization. Visionary Leadership: A proactive and visionary approach to shaping HR practices, with a passion for driving change, fostering innovation, and enhancing the employee experience. Analytical Acumen: Strong analytical and problem-solving skills, with the ability to leverage data to inform strategic decisions and measure the success of HR initiatives. This Director, HR Business Partnering role is an exciting opportunity to design and implement HR strategies at a global level and make a significant impact on the future of our organization. If you are a strategic thinker with a passion for HR and a track record of driving organizational success, we encourage you to apply. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. The US annualized base salary range for this position is $171,000.00-$257,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request. Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Lead the vision, strategy, and execution of Zendesk's Service Platform including AI integration, manage global teams of engineers and product managers, and build partnerships to drive platform innovation. | 10+ years leading software engineering and product management teams, experience with SaaS product ownership, AI and cloud platform familiarity, ability to drive platform strategy and global collaboration, and a CS or related degree. | Job Description Zendesk is seeking an influential, visionary, innovative, strategic, hands-on leader to lead the development of our Service Platform, where the customer is at the center of everything we do and AI is at the center of everything we build. As VP of Platform (Product & Engineering), you will drive the vision and execution of Zendesk's Service Platform – including CX, EX and CCaaS - to ensure it is robust, scalable and AI-ready. You will lead a highly talented team of Software Engineers and Product Managers across the AMER and APAC regions. This role will guide the strategy and execution for Zendesk's platform portfolio. Current capabilities include a rich ecosystem of extensibility features e.g., APIs, Custom Objects, Apps and the App Marketplace, Triggers and Automations, Sandbox, 3rd party integrations, Web Hooks, and many other developer, low, and no-code solutions that ~100K businesses use to extend and customize their service needs. As we expand our AI footprint, we are also developing new Action Builder integrations and workflow engines, and interconnects for AI Agents leveraging MCP, A2A, and other emerging AI integration and development technologies. PRIMARY RESPONSIBILITIES Customers: Start with the customer and work backwards. Develop trust and deepen our relationships with our customers by partnering with early adopters, soliciting feedback, exploring new opportunities, and listening. Platform Strategy: Develop a strategy for Zendesk as a Platform company in the Service, EX and CCaaS Platform markets that enables our Customers to build and customize their solutions.. Define execution path including Roadmaps with timeline commitments. You will develop and own the Zendesk Service Platform roadmap, ensuring a balance is met across the various customers who use, develop, and configure our products. Platform Development: Execute against the roadmap working with other leads (Application, Omnichannel, Foundation, Architecture and the AI teams). AI Transformation: Service is at the forefront of a major shift in technology with the recent developments in AI and Large Language Models. You will lead the transformation of our Service Platform, with AI at the center, so Zendesk customers are able to fully leverage and integrate with automated, agent workflows and services. Team: You will build, manage, and develop the Platform Product Development team, which includes Software Engineering and Product Management. Build a data-driven, performance culture. Partnerships: Work with our technology partners to drive value and new functionality to our customers. DESIRED SKILLS & EXPERIENCE At least 10+ years leading and managing Software Engineers and Product Managers Familiarity with AI - LLMs, MCP, A2A, and related technologies Previous experience developing SaaS software products as a product owner Ability to drive product vision and strategy for customer-facing platform features and capabilities Experience developer ecosystems - tools / communities and integrations Experience with cloud platforms and services Data integration and application extensibility You know how to get things done in a global organization working across functions and multiple time zones. You have experience developing and growing partnership programs with highly engaged, successful partners and 3rd party ISVs. You’ve built and managed high performing teams and are comfortable with both direct and indirect lines of management. You’re great at taking complex technology and making it simple for customers to understand and use. You write and speak in a clear and compelling manner. You’re ready to make an immediate impact. A university degree in Computer Science or related field As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. The US annualized base salary range for this position is $245,000.00-$367,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request. Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Lead and scale a North America SMB sales team, drive sales strategy and execution, collaborate cross-functionally, coach sales managers, and engage executive stakeholders to grow revenue. | 10+ years B2B SaaS sales experience including 5+ years managing sales teams, strong strategic and operational leadership, data-driven decision making, and excellent communication skills. | Job Description Are you ready to scale a high-impact sales organization across one of the most competitive and opportunity-rich markets in SaaS? Zendesk is seeking a strategic, data-driven, and growth-minded Director, SMB Sales to lead our North America SMB Sales team. In this high-impact role, you’ll architect region-specific strategies and lead, develop, and inspire a team of Sales Managers and Account Executives focused on acquiring new customers and accelerating growth through scaled, high-velocity prospecting motions. Our SMB Sales team plays a critical role in driving Zendesk’s expansion strategy by helping companies adopt our platform as a foundational part of their customer experience (CX) approach, while uncovering new business opportunities through both volume-based outreach and targeted account engagement. We’re looking for a results-oriented, influential leader with deep SaaS experience and exceptional communication, analytical, and sales leadership capabilities. You’ll be responsible for defining and optimizing our velocity sales motion, ensuring pipeline health, executional excellence, and scalable growth. Working closely with cross-functional partners, you’ll cultivate a performance-driven culture that empowers your team to consistently exceed targets and drive revenue growth. If you’re energized by building high-performing teams, leading through change, and partnering across the business to elevate Zendesk’s presence in the SMB space. This is your opportunity to influence how we engage the market and play a pivotal role in our continued growth. What you'll be doing Lead and Scale a High-Performing Team: Manage a team of Sales Managers and Account Executives across defined North AMER territories, guiding strategic territory planning and execution that drives pipeline creation and revenue growth. Drive Cross-Functional Alignment: Collaborate cross-functionally with Marketing, Product, Operations, and Customer Success to align go-to-market efforts and improve overall business performance. Coach for Excellence: Attract, mentor, and retain top talent. Create a culture of learning, experimentation, and high accountability through regular coaching, training, and performance feedback. Drive Operational Excellence: Leverage data to improve team productivity, accelerate deal velocity, and strengthen forecast accuracy. Maintain a culture of agility and urgency while scaling systems, metrics, and processes for long-term growth. Champion Growth & Development: Partner with Enablement and Ops to evolve sales playbooks, improve onboarding, and accelerate ramp time. Provide ongoing coaching and development for Sales Managers and AEs, and ensure the right resources are in place to support individual and team growth. Innovate Our GTM Model: Continuously refine sales strategy, segmentation, and outreach to stay ahead in a fast-changing SMB landscape. Test and implement new approaches to improve conversion, streamline execution, and drive sustained performance. Engage Executive Stakeholders: Build and deepen relationships with C-level executives and key decision-makers to support strategic deals and long-term partnerships. Engage at critical stages of the sales cycle to reinforce Zendesk’s value, understand customer priorities, and influence outcomes. Surface field insights to inform messaging, product direction, and go-to-market strategy. What you bring to the role Proven SaaS Leadership: 10+ years of B2B sales experience, including 5+ years in sales management with a track record of leading managers and scaling high-performing teams in high-growth SaaS environments. Performance-Driven Operator: Demonstrated success driving team-wide quota attainment and revenue growth across segments or regions. Skilled at translating strategy into execution, holding teams accountable, and delivering results through layered leadership. Startup Mindset, Scalable Execution: Operates with the urgency, adaptability, and resourcefulness of a startup leader, while building the structure, process, and discipline required to scale sustainably. Balances strategic thinking with hands-on execution to drive consistent, long-term results. Transformational People Leader: Builds inclusive, high-impact teams through coaching, clarity, and a commitment to development. Known for inspiring through change and fostering a culture of trust, accountability, and performance. Customer-First, Globally Aware: Deep understanding of customer needs with the ability to tailor solutions and messaging for maximum impact. Navigates regional nuance while aligning to global priorities to drive value and cohesion. Cross-Functional Influencer: Strong ability to connect sales strategy to cross-functional execution, accelerating progress through partnership with Marketing, Product, Customer Success, and Operations. Analytical and Outcome-Oriented: Uses data to inform decisions, drive accountability, and measure success across performance levers. Executive Communication: Clear, confident communicator with experience engaging senior stakeholders and influencing at all levels of the organization. Foundational Qualifications: Bachelor’s degree or equivalent experience required; advanced education or certifications in business, sales, or leadership are a plus. Responsibilities: Lead a manager-of-managers team overseeing the SMB customer segment in AMER. Identify and drive territory and account sales plans across geographic territories. Communicate clear segment strategies that align with business goals and are actionable across supporting teams. Mentor and develop front-line sales leaders to strengthen execution, accountability, and team effectiveness. Oversee full-cycle deal strategy, including stakeholder alignment and contract negotiations. Promote adoption of new products and features, positioning Zendesk as a critical component of customer CX strategies. Build partner and Professional Services strategies to scale reach and enhance customer outcomes. Deliver executive-level reporting on sales performance, risks, and key growth opportunities. Travel is required to support distributed teams and high-impact customer engagements. #LI-LM5 As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. The US annualized OTE (On Target Earnings) range for this position is $306,000.00-$460,000.00 with a pay mix of 50/50 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request. Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com