Global AI Services Consulting Director

Zendesk, Inc.; Austin (TX); Hybrid; USD 270,000 - 406,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zendesk, Inc. is seeking a Senior Director of AI Services Consulting to set global strategy and build a scalable organization. You will partner with Sales, Customer Success, Product, and Engineering to translate market insights into customer roadmaps and scalable priorities.

You will lead senior consultants to drive measurable outcomes, improve delivery quality, and sustain margin at scale, supported by a hybrid work model across geographies.

Qualifications

• 12+ years in Professional Services, Consulting, Technical Account Management, or related enterprise SaaS functions.
• 8+ years of people leadership experience, including leading through leaders and globally distributed teams.
• Senior-level go-to-customer and operating-model leadership in enterprise technology or SaaS.
• Demonstrated use of customer, adoption, delivery, and financial analytics to guide portfolio decisions.
• Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced executive credentials preferred.
• Demonstrated product and market expertise translating AI capabilities into differentiated services and outcomes.
• Proven executive influence with Product and Engineering; ability to translate field insight into strategy and investment decisions.
• Track record building scalable operating mechanisms, predictive insights, and improving adoption and margins.
• Exceptional executive communication and change leadership for global teams.

Responsibilities

• Define the AI Services Consulting service portfolio, engagement principles, delivery methodology, and governance to enable repeatable, scalable offerings.
• Forecast demand, shape capacity, balance utilization with customer outcomes, and manage staffing and investments.
• Establish an executive-level performance system, success metrics, and cadence to tie delivery to value and margin.
• Lead cross-functional alignment with Sales, Customer Success, Product, Engineering, Finance, and regional leaders to remove barriers and align investments.
• Develop leaders (directors, senior managers, and consultants) through clear expectations, coaching, and succession planning.
• Partner with executives to translate market insight into customer roadmaps and scalable product readiness.

Skills

People leadership

AI strategy

Operating model

Portfolio leadership

Customer value

GTM alignment

Job description

Zendesk, Inc. is seeking a Senior Director of AI Services Consulting to set global strategy and build a scalable organization. You will partner with Sales, Customer Success, Product, and Engineering to translate market insights into customer roadmaps and scalable priorities.

You will lead senior consultants to drive measurable outcomes, improve delivery quality, and sustain margin at scale, supported by a hybrid work model across geographies.