Global Director, AI Services & Transformation

Zendesk, Inc.; Texas; Hybrid; USD 270,000 - 406,000; Full time

Benefits offered by this job

Hybrid work arrangement

Equal opportunity employer

Job summary

Zendesk, Inc. in the United States seeks a Senior Director, AI Services Consulting to set the global AI services strategy and operating model, leading leaders and senior consultants to shape strategy, elevate delivery quality, and accelerate customer outcomes.

You will partner with Sales, Customer Success, Product, Engineering, and executives to align roadmaps, governance, and scalable growth, building a high-performing organization that delivers measurable value and margin at scale.

Qualifications

• 12+ years in Professional Services, Consulting, Technical Account Management, Solutions Consulting, or related enterprise SaaS function; significant experience leading AI-related services, transformation, or product adoption.
• 8+ years of people leadership experience, including leading through leaders and building globally distributed, customer-facing organizations.
• Senior-level experience in go-to-customer and operating-model leadership within enterprise technology or SaaS, spanning Professional Services/Consulting, Customer Success, Technical Account Management, Solutions Engineering, or related functions.
• Demonstrated experience using customer, adoption, delivery, and financial analytics to shape portfolio decisions, anticipate risk, and improve retention, expansion, customer value, and margin.
• Demonstrated product and market expertise: ability to translate generative AI capabilities, integrations, technical requirements, and responsible-use considerations into differentiated services and business outcomes.
• Proven executive influence with Product and Engineering; experience turning customer and field insight into product strategy, prioritization, and investment decisions.
• Track record of building or scaling operating mechanisms and predictive insights that improve adoption, delivery performance, customer health, commercial outcomes, and organizational productivity.
• Bachelor's degree in Business, Computer Science, Engineering, or a related field; advanced degree or relevant executive, AI, consulting, or program leadership credentials preferred.

Responsibilities

• Set the global AI Services Consulting strategy and operating model: Define the service portfolio, engagement principles, delivery methodology, standards, governance, and investment roadmap that make AI consulting repeatable, differentiated, and scalable across segments and geographies.
• Own portfolio capacity, prioritization, and commercial performance: Forecast demand, shape capacity and coverage, balance utilization with customer outcomes, and make informed tradeoffs across staffing, scope, investment, and margin.
• Create executive accountability for outcomes: Establish the performance system, success measures, and review cadence that connect AI delivery to customer value, retention, expansion, quality, and financial performance.
• Lead senior cross-functional alignment and executive customer engagement: Partner with Sales, Customer Success, Product, Engineering, Finance, and regional leaders to resolve systemic barriers, align investment decisions, and create shared accountability for customer and business outcomes.
• Build the leadership bench and AI consulting capability: Develop directors, senior managers, and consultants through clear expectations, coaching, succession planning, knowledge systems, and product readiness; create durable feedback loops from the field to improve product, tooling, and enablement.

Skills

Executive leadership

AI strategy

Operating model design

Portfolio management

GTM alignment

Stakeholder management

Education

Bachelor's degree in Business, Computer Science, Engineering

Advanced degree or executive credentials preferred

Job description

Zendesk, Inc. in the United States seeks a Senior Director, AI Services Consulting to set the global AI services strategy and operating model, leading leaders and senior consultants to shape strategy, elevate delivery quality, and accelerate customer outcomes.

You will partner with Sales, Customer Success, Product, Engineering, and executives to align roadmaps, governance, and scalable growth, building a high-performing organization that delivers measurable value and margin at scale.