Senior ML Engineering Manager, Generative AI for Agents

Zendesk, Inc.; Melbourne; Híbrido; AUD 180.000 - 300.000; Jornada completa

Descripción de la vacante

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

This role blends people leadership with applied ML judgment and accountability for production delivery, partnering with Product, Engineering, Design, ML Science, and the Agent Platform team to improve agent reasoning, tool use, and task completion.

Formación

• Experience leading ML or AI teams and delivering production systems with measurable impact.
• Strong people management, coaching, and leadership development.
• Deep understanding of modern ML and generative AI with production experience.
• Technical judgment on model behavior, architecture, evaluation, and reliability.
• Experience establishing meaningful quality metrics and data-driven priorities.
• Ability to lead through ambiguity and coordinate multiple workstreams.
• Clear and pragmatic communication with stakeholders.

Responsabilidades

• Lead and grow the ML engineering and science teams; foster ownership and excellence.
• Set ML strategy and roadmap aligned with product goals and customer value.
• Improve agent reasoning, tool use, context handling, and policy adherence.
• Establish evaluation benchmarks, annotation processes, and regression tests.
• Own quality across experimentation, release readiness, and production monitoring.
• Optimize model performance, latency, and cost; guide architecture choices.
• Ensure trustworthy behavior with security, privacy, and escalation practices.
• Collaborate across platform teams to integrate Custom Agents into workflows.
• Communicate progress, risks, and tradeoffs to leadership and partners.

Conocimientos

Team leadership

People management

ML systems

Technical judgment

Quality metrics

Cross-functional collaboration

Communication

Descripción del empleo

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

This role blends people leadership with applied ML judgment and accountability for production delivery, partnering with Product, Engineering, Design, ML Science, and the Agent Platform team to improve agent reasoning, tool use, and task completion.