Head of ML for Enterprise AI Agents (Hybrid)

Zendesk Pty Ltd (Australia); Melbourne; Híbrido; AUD 200.000 - 260.000; Jornada completa

Descripción de la vacante

Zendesk seeks a Senior Manager, Machine Learning to lead the ML capabilities behind Custom Agents. You will set technical direction, build a strong team, and translate advances in generative AI into dependable customer experiences.

This role combines people leadership with applied ML judgment, responsible for production delivery and collaboration with Product, Engineering, Design, ML Science, and the Agent Platform team to improve agent reasoning, policy adherence, and task completion.

Formación

• Proven track record of leading ML or AI teams with measurable customer impact.
• Strong people management spanning hiring, coaching and leadership development.
• Deep understanding of modern ML and generative AI systems and production deployment.

Responsabilidades

• Lead and grow the ML team.
• Set ML strategy and roadmap.
• Translate customer needs into priorities and milestones.
• Balance foundational improvements with new capabilities delivery.
• Develop rigorous evaluation, benchmarks, and regression tests.
• Ensure quality and reliability across model decisions and tool use.

Conocimientos

People management

ML systems

LLM production

Model evaluation

Quality metrics

Cross-functional leadership

Enterprise SaaS

Agent safety

Descripción del empleo

Zendesk seeks a Senior Manager, Machine Learning to lead the ML capabilities behind Custom Agents. You will set technical direction, build a strong team, and translate advances in generative AI into dependable customer experiences.

This role combines people leadership with applied ML judgment, responsible for production delivery and collaboration with Product, Engineering, Design, ML Science, and the Agent Platform team to improve agent reasoning, policy adherence, and task completion.