Global Head of AI Services & Strategy

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

Job summary

Zendesk, Inc. seeks a Senior Director to set the global direction for AI Services Consulting and lead leaders who shape strategy and accelerate customer outcomes.

You will own the global strategy, governance, and operating rhythms for AI engagements, partnering with Sales, Product, Engineering, and Finance to drive measurable value and scalable growth. Hybrid work expects onsite attendance part of the week.

Qualifications

• 12+ years in Professional Services, Consulting, Technical Account Management, Solutions Consulting, or related enterprise SaaS.
• 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.
• Demonstrated experience using customer, adoption, delivery, and financial analytics to shape portfolio decisions and improve retention, expansion, customer value, and margin.
• Bachelor's degree in Business, Computer Science, Engineering, or related field; advanced degree or relevant executive credentials preferred.
• Demonstrated product and market expertise: translate generative AI capabilities into differentiated services and business outcomes.
• Proven executive influence with Product and Engineering; ability to turn customer and field insight into strategy and investment decisions.
• Track record of building or scaling operating mechanisms and predictive insights that improve adoption, delivery performance, customer health, and commercial outcomes.

Responsibilities

• Set the global AI Services Consulting strategy and operating model: define the service portfolio, engagement principles, delivery methodology, standards, governance, and investment roadmap.
• Own portfolio capacity, prioritization, and commercial performance: forecast demand, shape capacity, balance utilization with customer outcomes, and manage staffing, scope, investment, and margin.
• Create executive accountability for outcomes: establish performance systems, success measures, and review cadence linking AI delivery to value, retention, expansion, quality, and financials.
• Lead senior cross-functional alignment and executive customer engagement: partner with Sales, Customer Success, Product, Engineering, Finance, and regional leaders to remove barriers and align investments.
• Build the leadership bench and AI consulting capability: develop directors, senior managers, and consultants through clear expectations, coaching, succession planning, and knowledge systems.

Job description

Zendesk, Inc. seeks a Senior Director to set the global direction for AI Services Consulting and lead leaders who shape strategy and accelerate customer outcomes.

You will own the global strategy, governance, and operating rhythms for AI engagements, partnering with Sales, Product, Engineering, and Finance to drive measurable value and scalable growth. Hybrid work expects onsite attendance part of the week.