Senior Program Manager, Product Development - AI Reporting & Analytics

Job Description

At Zendesk, we get passionate about building software that delivers the ultimate customer experience. Your favorite brands maximize our products to engage you as a customer, and we lead the industry with beautifully simple software. We’re constantly innovating, and we apply this philosophy to all prioritized initiatives.

As a Senior Program Manager on our Product Development team, you’ll work with Product Management and Engineering to define and execute the roadmap for capabilities that allow Zendesk to provide a fully integrated, scalable and easy-to-use Customer and Employee Service solution. You’ll work side-by-side with our AI Reporting and Analytics team and its numerous internal stakeholders to drive solutions for cross-product/cross-functional problems and initiatives. Additionally, you will leverage your expertise in reporting and analytics to enhance decision-making processes and improve program outcomes.

What You’ll Be Doing

• Lead company-wide programs with broad impact, liaising with Product Development teams and teams outside of Product Development including Product Marketing, Enterprise Data & Analytics, Legal, Finance and Go-to-Market. You’ll keep releases moving forward in a multi-geo environment, focusing on key achievements to bring new products and services to market.

• Guide your teams through our quarterly planning process, helping to build out roadmaps, align dependencies, broker commitments from other teams, and resolve multi-functional landmarks.

• Identify, track and mitigate all risks and issues within your programs.

• Own regular status reporting for your teams.

• Facilitate meetings, workshops, retrospectives, and other team ceremonies.

• Build positive relationships with your team members and partners.

• Devote effort towards making our processes simpler, clearer, and better every day.

What You Bring to the Role

• Prior experience at a software company driving programs within an Engineering organization and having released at least three large scale releases.

• Strong understanding of AI technologies, data analytics, and reporting tools and experience supporting teams that design and build reporting and analytics tools

• Familiarity with Technical Program Management tools and agile methodologies: Jira, Confluence, Trello, Kanban, Productboard

• Experience in identifying and calculating inherent risks, determining their impact, and providing appropriate mitigation planning.

• Strong, demonstrable facilitation skills, with a knack for building bridges between teams across multiple locations.

• Experience working across multiple global programs simultaneously.

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.

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 [email protected] with your specific accommodation request.