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About the Role

Customer experience is transforming through AI-driven innovation. At Zendesk, we lead this change by building capabilities, operating models, and executive partnerships to help customers realize measurable value from AI at scale. As the Senior Director, you will set the global direction for AI Services Consulting and lead leaders and senior consultants who shape strategy, elevate delivery quality, and accelerate customer outcomes.

Responsibilities

Own the global strategy and operating model for AI Services Consulting, building a high-performing organization that consistently delivers fast, measurable customer outcomes on Zendesk AI.
Establish the portfolio strategy, standards, governance, and operating rhythm for AI engagements.
Ensure the organization is staffed and developed for the work ahead.
Create mechanisms that make delivery predictable, scalable, and commercially sound.
Serve as a senior partner to Sales, Customer Success, Product, Engineering, and executive customers, translating market and delivery insight into customer roadmaps, product priorities, and scalable growth.
Be accountable for continuous improvement in methodology, enablement, quality, and talent to increase adoption, customer satisfaction, retention, expansion, and margin at scale.
Set the global AI Services Consulting strategy and operating model, defining the service portfolio, engagement principles, delivery methodology, standards, governance, and investment roadmap.
Own portfolio capacity, prioritization, and commercial performance by forecasting demand, shaping capacity and coverage, balancing utilization with customer outcomes, and making informed tradeoffs.
Create executive accountability for outcomes by establishing the performance system, success measures, and review cadence.
Lead senior cross-functional alignment and executive customer engagement by partnering with Sales, Customer Success, Product, Engineering, Finance, and regional leaders.
Build the leadership bench and AI consulting capability by developing directors, senior managers, and consultants through clear expectations, coaching, succession planning, knowledge systems, and product readiness.

Requirements

12+ years in Professional Services, Consulting, Technical Account Management, Solutions Consulting, or a related enterprise SaaS function; significant experience leading AI-related services, transformation, or product adoption.
8+ years of people leadership experience, including leading through leaders and building globally distributed, customer-facing organizations.
Senior-level experience in go-to-customer and operating-model leadership within enterprise technology or SaaS, spanning Professional Services/Consulting, Customer Success, Technical Account Management, Solutions Engineering, or related functions.
Demonstrated experience using customer, adoption, delivery, and financial analytics to shape portfolio decisions, anticipate risk, and improve retention, expansion, customer value, and margin.
Demonstrated product and market expertise: ability to translate generative AI capabilities, integrations, technical requirements, and responsible-use considerations into differentiated services and business outcomes.
Proven executive influence with Product and Engineering; experience turning customer and field insight into product strategy, prioritization, and investment decisions.
Track record of building or scaling operating mechanisms and predictive insights that improve adoption, delivery performance, customer health, commercial outcomes, and organizational productivity.
Exceptional executive communication and change leadership; ability to distill complex AI concepts into clear decisions, align senior stakeholders, and mobilize global teams.

Skills

AI-driven innovation
AI Services Consulting
Enterprise people leadership & organization building
AI, product, and services authority
Operating model and performance management
Portfolio and transformation leadership
Customer value and executive advisory
Enterprise influence and GTM alignment
Generative AI capabilities
Executive communication
Change leadership

Location

Work Type

Hybrid

Experience Level

Senior Director
12+ years
8+ years

Education Level

Bachelor’s degree in Business, Computer Science, Engineering, or a related field; advanced degree or relevant executive, AI, consulting, or program leadership credentials preferred.

Salary/Compensations

$270,000.00-$406,000.00 OTE

Benefits

Bonus, benefits, or related incentives may be available.

About the Company

Customer experience is transforming through AI-driven innovation.
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.

Equal Opportunity

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.