Zendesk

Sales Operations Manager

• We are seeking a Director of Sales Operations, Planning to lead two critical pillars of our go-to-market organization: Territory Planning Operations and Quota Strategy & Operations.
• This individual will be instrumental in operationalizing GTM strategy, optimizing performance, and driving alignment across Sales, Marketing, Customer Success, and Finance.
• You’ll partner with senior leaders to design and execute scalable, data-driven operating models while ensuring excellence in territory and quota planning, execution, and governance.
• As a leader in Territory Planning, you will drive operational rhythm, performance optimization, and cross-functional alignment across the GTM org.
• Co-lead annual GTM planning, including headcount strategy, capacity modeling, segmentation, territory design, and budget alignment.
• Lead large-scale strategic initiatives, such as: Territory realignment, Market expansion, GTM process redesign.
• Partner with Sales Directors, Business Operations Leaders, and worldwide teams to drive planning accuracy and operational excellence.
• Drive alignment across Sales, Marketing, CS, Product, and Finance to ensure cohesive execution.
• Own the documentation and communication of standard operating procedures across teams.
• Identify and eliminate operational bottlenecks; proactively propose scalable solutions.
• Own territory management and sales hierarchy changes.
• Deliver sales planning insights through operational metrics, reporting, and data quality management to support the rapid growth strategy.
• Establish a global quota allocation strategy and drive alignment with regional operations.
• Partner with Sales Operations to design quota structures that reflect territory potential, historical performance, and growth expectations.
• Ensure quota methodologies are consistent, transparent, and defensible to field leadership.

Director, Sales Operations – Planning

Sales Engineer

• Lead Technical & Business Discovery: Conduct thorough discovery sessions to understand customer challenges, perform AI readiness assessments, and design tailored demos, and proofs of value that demonstrate Zendesk’s differentiated value.
• Architect AI-Driven CX & ES Solutions: Translate advanced AI/ML capabilities (such as automation, conversational bots, predictive analytics, and orchestration) into clear, business-focused narratives for diverse audiences from IT to the C-suite.
• Drive Technical Strategy Through the Sales Cycle: Own the end-to-end technical engagement, from qualification and design through pilot execution, ensuring each solution aligns with customer goals and compliance standards.
• Integrate & Scale: Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation.
• Collaborate & Influence: Work cross-functionally to align customer needs with Zendesk’s product roadmap, influence future innovations, and ensure a unified go-to-market strategy.
• Measure & Optimize Impact: Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement.
• Champion AI Adoption: Collaborate with Customer Success to drive AI adoption through value realization initiatives and continued promotion of new AI capabilities.
• Stay Ahead of the Curve: Continuously build your expertise in AI, automation, and evolving CX and ES technologies, sharing insights that position Zendesk as a market thought leader.

Senior Sales Engineer

Account Executive

• Drive top-line revenue growth by acquiring new customers and developing strategies for account expansion
• Manage and nurture customer relationships ensuring high satisfaction and retention levels
• Proactively identify and pursue opportunities to cross sell additional products and services to existing customers to optimize account revenue and profitability
• Use data insights, customer intents, and adoption history to effectively prospect new clients and enhance retention strategies
• Understand and convey the benefits of Zendesk products, aligning them with customers’ business objectives to ensure customer satisfaction and product expansion
• Lead competitive sales cycles utilizing strong communication skills and value selling to articulate compelling business cases
• Consistently develop a robust pipeline of qualified opportunities accurately tracking details and sales stages in Salesforce
• Provide accurate weekly, monthly, and quarterly forecasts, and exceed quarterly and annual revenue goals
• Collaborate with internal teams to enhance sales strategies and streamline sales execution
• Exceed weekly and monthly activity and pipeline KPIs

Senior SMB Account Executive, French

Machine Learning Engineer

• Own and deliver ML-powered product features end-to-end
• Work closely with Scientists to productionise research outputs
• Build and maintain ML infrastructure
• Contribute to technical design discussions
• Collaborate with product software engineers
• Improve reliability, performance, and cost-efficiency of ML systems
• Mentor more junior engineers

Senior Machine Learning Engineer

Product Marketing

• Drive product marketing efforts to ensure successful launch and adoption of platform capabilities
• Develop clear messaging and customer-facing materials
• Create compelling storytelling and communication assets
• Collaborate with Product, Marketing, Sales, and Services teams
• Manage multiple projects effectively and autonomously

Senior Product Marketing Manager

Backend Engineer

• Serve as the primary pre-sales technical leader and subject matter expert, guiding technical relationships between clients, sales teams, and core Product/Engineering teams
• Lead deep-dive discovery and scoping sessions to assess client needs; create detailed technical design specifications and build rapid-prototype mini-applications to demonstrate platform feasibility
• Design, configure, and deliver high-impact platform demonstrations that seamlessly articulate complex technical workflows into clear business narratives for executive stakeholders
• Scope, configure, and lead customers through rigorous Proof of Value (PoV) trials with minimal supervision, meticulously managing evaluations against defined success metrics
• Provide advanced guidance on Zendesk’s platform architecture, integration capabilities (APIs, webhooks), and cloud ecosystem patterns (AWS and cloud technologies)
• Act as a trusted advisor to evaluate existing customer service operations and advise clients on generative AI best practices to optimize efficiency, scale, and long-term customer satisfaction
• Translate validated technical solution scoping, dependencies, and architecture requirements directly into Statements of Work (SOW), ensuring a flawless handover to Post-Sales Implementation teams.

Platform Architect

Product Designer

• Define and refine user journeys for employees, managers, and service teams.
• Create scalable UI patterns for service discovery, request submission, and fulfillment tracking.
• Design and prototype interactions between self-service, knowledge bases, AI-driven recommendations, and workflows.
• Work closely with Product Managers, Engineers, and Content Designers to bring concepts to life.
• Partner with Service Operations teams (HR, IT, Finance, Facilities) to ensure the catalogue aligns with real-world processes.

Senior Product Designer

Security Engineer

• 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.

Senior Director, Product Security

• responsible for all technical, solution, and competitive aspects of the Zendesk AI customer engagement
• must have demonstrated success selling to Enterprise and/or Mid Market executives
• Highly skilled at solving complex business challenges by mapping RFI/RFP requirements to software solutions
• Fluent with AI and LLM technology to deliver production-grade solutions

Senior Platform Architect

General

• Release Cycle Quality Governance: Monitor the transformation's release readiness across multiple squads, proactively raising enterprise-level risks to avoid late-stage defects in critical integrations.
• Ensure Quality Gates, Entry Criteria, and Exit Criteria are met as a mandatory part of the Definition of Done.
• Support compliance with QA standards across the squad or delivery team.
• Drive operational QA execution and technical engineering leadership within each release cycle for major programs.
• Lead the hands-on expansion and maturity of core testing platforms, driving the enterprise adoption of Playwright, Jenkins, and SA utils across delivery teams.
• Scaling QA Capacity & Functionality Through AI: Design and execute tactical plans to scale and extend overall QA capacity and testing functionality through the practical application of Artificial Intelligence (AI).
• Implement AI-driven efficiencies to optimize test generation, accelerate release cycles, and scale test coverage without increasing manual overhead.
• Leverage predictive capabilities and AI tooling to proactively identify hotspot areas in complex codebases and integration points.
• Requirement Review & QA Transformation Leadership: Lead the cross-functional End-to-End (E2E) strategy for complex transformation programs, ensuring zero business disruptions during major go-lives.
• Operationalize the CoE’s automated "rules of the road" across complex integrated ecosystems to modernize legacy testing practices.
• Defect Management and Auditability: Ensure every defect includes a verified Root Cause Analysis (RCA). Maintain strict bi-directional traceability between test cases and defects to provide a complete audit trail.
• Actively participate in bug triage calls and ensure defects are reviewed, prioritized, and tracked to closure.
• Reporting and Data Hygiene: Maintain high data hygiene across QA reporting tools and trackers. Ensure test execution status, defect status, and release metrics are updated in real time to support decision-making.
• QA Ceremony Ownership: Take full ownership of QA ceremonies and drive active participation from senior stakeholders to ensure quality goals align with business priorities.
• Stakeholder Management: Act as the primary QA liaison to streamline the delivery of objective, data-driven test results to Business and Product leads, providing the visibility needed for core team release decisions.

IT Principal Delivery Lead

Operations

• Act as the primary business partner to the VP of Renewals
• Provide data-driven recommendations to improve retention strategies
• Build and maintain robust forecasting models for renewals, GRR, and C+C
• Lead the strategic process for setting quarterly and annual renewal targets
• Improve internal team processes for contract negotiation and renewal management
• Leverage AI and advanced analytical tools to automate forecasting
• Consolidate complex, multi-source data sets into unified, actionable dashboards

Principal, Strategy and Operations – Renewals

Pricing Analyst

• Develop and optimize long term pricing and packaging strategies for Zendesk by collaborating with Product Management, Product Marketing, GTM, Finance, IT and other teams
• Make informed data-driven recommendations using structured problem solving frameworks (e.g., form hypotheses, analyze data, validate hypotheses, make recommendation)
• Proactively identify opportunities to enhance our existing portfolio by combining insights from market, competitive, customer and stakeholder research
• Identify new pricing models while understanding their complexity and implications to existing customer base and portfolio
• Clearly communicate pricing concepts, influence, and gain alignment on recommendations to senior leadership; work with cross-functional teams to operationalize them
• Assist Product Operations in prioritizing launches and creating SKUs

Senior Manager, Pricing & Packaging

Full-stack Engineer

• Build systems and tools that power synthetic testing, evaluation, and quality validation for AI agents.
• Collaborate with product managers, designers, data engineers, and analysts.
• Create seamless, intuitive experiences combining data, intelligent systems, and responsive UIs.
• Shape how customers make decisions based on real-time AI-powered insights.

Software Engineer II

Cloud Engineer

• Lead, coach, and develop a distributed team of engineers - both office-based and remote - ensuring alignment and consistent, high‑quality delivery.
• Manage a portfolio of parallel initiatives with distinct profiles: internal governance systems; audit activities; product-feature-supporting automation systems; etc.
• Partner with Corp Dev, Security, and product teams during acquisitions to assess risk and standardize access and policy-as-code guardrails across newly acquired infrastructure.
• Operate with excellence: monitor and improve risk and reliability; own on-call and incident response; continuously evaluate new capabilities (including AI-assisted tooling) to increase velocity safely.
• Represent your organisation's work and priorities to senior leadership, communicating progress, risks, and trade-offs clearly and concisely.
• Collaborate directly with the Senior Director of Cloud Infrastructure on the organisation roadmap, priorities, and team development.

Engineering Manager, Cloud Infrastructure

• Plan, implement, and verify risk control and compliance programs.
• Oversee intelligence analysts, encouraging an environment that promotes excellence.
• Lead investigations of safety and physical security incidents within the region.
• Conduct physical security and health and safety assessments of offices.
• Provide pre-event security and safety planning for corporate events.
• Collaborate with global partners to manage and improve travel risk management.
• Monitor and assess potential safety or security threats to leadership.
• Prepare, implement, and lead a volunteer Emergency Response Team.
• Work closely with internal intelligence analysts to evaluate threat intelligence.
• Partner with the regional Workplace Experience team to ensure adherence to security and safety policies.
• Develop safety and emergency preparedness protocols and training for staff.