Global AI-Powered CX Leader

Zendesk; San Francisco, Northern (CA, KY); Hybrid; USD 250,000 - 360,000; Full time

Job summary

Zendesk seeks a transformational leader to head global customer support, shaping an AI-powered, 24/7 technical assistance model across enterprise segments. You will align product, engineering, sales, and success teams to deliver superior outcomes, while driving commercial performance.

You will define governance for AI, metrics for deflection and CSAT, and build a scalable center of excellence using Zendesk’s own platform to validate capabilities and deliver evidence-based feedback to product

Qualifications

• 20+ years of progressive leadership in enterprise SaaS, tech, or consulting.
• 10+ years leading global, multi-functional teams.
• Experience building AI-powered support or service systems at production scale.

Responsibilities

• Lead AI-powered support and transform operations across channels.
• Run a 300+ person global advocate org delivering 24/7 technical support.
• Own strategy, operations, and P&L for Premier support.
• Build knowledge operations and governance for AI-driven CX.
• Collaborate with Product, Eng, Sales, Renewals, and Finance.

Skills

AI-powered support

Global leadership

P&L ownership

Enterprise SaaS

AI governance

Tools

Knowledge operations tools

AI-enabled analytics

Job description

Zendesk seeks a transformational leader to head global customer support, shaping an AI-powered, 24/7 technical assistance model across enterprise segments. You will align product, engineering, sales, and success teams to deliver superior outcomes, while driving commercial performance.

You will define governance for AI, metrics for deflection and CSAT, and build a scalable center of excellence using Zendesk’s own platform to validate capabilities and deliver evidence-based feedback to product