Global AI-Powered CX Leader

Joinimagine; San Francisco (CA); Hybrid; USD 289,000 - 433,000; Full time

Job summary

Zendesk seeks a transformational operator to lead AI-powered customer experience, guiding a global, AI-orchestrated support model and a 24/7 technical- and Premier-support organization. You’ll shape governance, knowledge operations, and Center of Excellence, partnering with Product, Engineering, Sales, Success, Renewals, and Finance to deliver measurable value.

This hybrid, globally distributed role reports to the CCO, with compensation reflecting executive scope and equity consideration.

Qualifications

• 20+ years of progressive leadership experience in enterprise SaaS, technology, or consulting, including 10+ years leading global, multi-functional teams.
• Proven experience leading large-scale transformation within complex, enterprise customer support environments.
• Experience operating and optimizing AI-powered support or service systems at production scale, including resolution, escalation, quality, and feedback mechanisms.
• Deep expertise leading global, 24/7 technical support organizations serving complex enterprise customers.
• Direct experience owning or scaling a revenue-generating support/Premier business, including P&L, commercial strategy, and capacity planning.
• Strong understanding of knowledge operations and how knowledge architecture influences AI resolution quality.
• Demonstrated success leading organizational transformation, role redesign, reskilling, and workforce evolution.
• Strong commercial and financial fluency, including NRR, cost-per-resolution, deflection, and support economics.
• Executive-level influence with the ability to align Product, Engineering, Sales, Success, Renewals, and Finance without relying on formal authority.
• Hands-on familiarity with Zendesk and AI-enabled support technologies, analytics, and operational intelligence.

Responsibilities

• Lead Zendesk’s global customer support organization as we define the future of AI-powered customer experience.
• Own the performance and evolution of Zendesk’s AI-powered support model across email, messaging, voice, and self-service.
• Lead a 300+ person global advocate organization delivering 24/7 technical support across segments, channels, and regions.
• Own the strategy, operations, and P&L for Zendesk’s monetized Premier support business.
• Build the knowledge and intelligence infrastructure required to support AI at scale and make Zendesk our most credible customer reference.
• Create a unified operating model across Customer Experience and the broader business.
• Represent Zendesk externally as a practitioner and thought leader in AI-powered CX.

Job description

Zendesk seeks a transformational operator to lead AI-powered customer experience, guiding a global, AI-orchestrated support model and a 24/7 technical- and Premier-support organization. You’ll shape governance, knowledge operations, and Center of Excellence, partnering with Product, Engineering, Sales, Success, Renewals, and Finance to deliver measurable value.

This hybrid, globally distributed role reports to the CCO, with compensation reflecting executive scope and equity consideration.