Jobs at Zendesk

Lead growth analytics for Zendesk’s product-led growth motion, guiding a team of analysts and partnering with Product, Engineering, Sales, Marketing, and Data teams. Define funnel metrics, measurement plans, experiments, and instrumentation across acquisition, activation, conversion, retention, and expansion. Analyze customer behavior using segmentation, cohorts, funnels, experimentation, and statistical methods. Improve self-service reporting, dashboards, metric definitions, reusable datasets, and analytics capabilities while coaching analysts and influencing senior stakeholders.

Leads Zendesk’s global AI Services Consulting organization, establishing strategy, operating models, service portfolios, governance, delivery standards, capacity planning, and commercial performance mechanisms. Builds leadership capability and scalable consulting operations while partnering with Sales, Customer Success, Product, Engineering, Finance, and executive customers. Drives measurable AI adoption, customer value, retention, expansion, delivery quality, and margin through repeatable enterprise services and cross-functional alignment.

Designs and leads scalable contact center architectures using Zendesk, Amazon Connect, and AWS. Defines modernization strategies, oversees integrations, governance, security, and compliance, and mentors presales specialists. Supports discovery, solution design, demonstrations, proofs of concept, presentations, and technical documentation. Collaborates with business leaders, IT teams, vendors, and partners while driving innovation in omnichannel, AI-enabled customer service technologies.

The Senior Services Consultant leads technical delivery for customers, ensuring technically sound solutions. Responsibilities include design documentation, configuring services on AWS, and training clients.

Lead Zendesk’s global customer support organization and transform it into an AI-powered, commercially driven customer experience operation. Oversee AI resolution, technical support, Premier support, knowledge operations, escalations, and a 300+ person global team. Own support performance, P&L, premium support revenue, AI governance, workforce transformation, customer intelligence, and cross-functional alignment with Product, Engineering, Sales, Customer Success, Renewals, and Finance. The role is hybrid and requires approximately 20–25% travel.

Own enterprise customers’ AI adoption roadmaps from deployment through expansion. Advise executives on AI strategy, coordinate Product, Services, Sales, Success, and partners, and lead solution design, implementation support, and risk escalation. Track adoption, automated resolution, retention, and expansion metrics to drive measurable outcomes. Develop success plans, promote responsible AI and compliance, and translate Zendesk AI capabilities into sustainable business value.