Global AI-Powered CX Leader (VP)

Zendesk, Inc.; San Francisco (CA); Hybrid; USD 289,000 - 433,000; Full time

Job summary

Zendesk, Inc. seeks a transformative leader to run global customer experience and AI-powered support. You will shape an AI-driven, cross-functional support model across multiple regions, aligning product, engineering, sales, and finance to deliver superior customer outcomes.

This executive will lead a large-scale transformation, drive automation, and governance while maintaining enterprise service standards and retention metrics. Hybrid role with US and international coverage.

Qualifications

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

Responsibilities

• Lead the global AI-powered support model across email, messaging, voice, and self-service.
• Oversee a 300+ person global advocate organization delivering 24/7 technical support.
• Own the Premier support business including pricing, capacity, and commercial models.
• Establish governance for AI quality, risk, and escalation standards; drive improvement loops.
• Partner with Product and Engineering to inform AI capabilities, governance, and roadmap priorities.
• Develop operating cadences, dashboards, KPIs, and accountability across CX and adjacent functions.

Skills

Executive leadership

AI/Automation knowledge

Enterprise SaaS expertise

Global program leadership

P&L management

Job description

Zendesk, Inc. seeks a transformative leader to run global customer experience and AI-powered support. You will shape an AI-driven, cross-functional support model across multiple regions, aligning product, engineering, sales, and finance to deliver superior customer outcomes.

This executive will lead a large-scale transformation, drive automation, and governance while maintaining enterprise service standards and retention metrics. Hybrid role with US and international coverage.