Global VP, AI-Powered Customer Experience

Zendesk, Inc.; Austin (TX); Hybrid; USD 289,000 - 433,000; Full time

Job summary

Zendesk is seeking an executive leader to define the future of AI-powered customer experience. You will lead a global, AI-driven support organization spanning email, chat, voice, and self-service to deliver exceptional outcomes and enterprise value.

You will oversee a 300+ person team, shape governance, and partner with Product and Engineering to inform AI roadmap while driving performance metrics like CSAT, FCR, and SLA. This is a hybrid, global role with meaningful travel.

Responsibilities

• Lead AI-powered support across email, messaging, voice, and self-service.
• Define AI-to-human escalation strategies and seamless handoffs.
• Establish AI governance, quality, risk, and hallucination mitigation frameworks.
• Build feedback loops to turn failures into improvements for AI, workflows, and knowledge.
• Use predictive analytics to identify emerging support needs and proactive resolution opportunities.
• Partner with Product and Engineering to provide production-scale evidence for AI roadmap priorities.
• Evolve 24/7 technical support into a modern, segment-calibrated service model.
• Lead the Zendesk on Zendesk Center of Excellence and translate learnings into playbooks.

Job description

Zendesk is seeking an executive leader to define the future of AI-powered customer experience. You will lead a global, AI-driven support organization spanning email, chat, voice, and self-service to deliver exceptional outcomes and enterprise value.

You will oversee a 300+ person team, shape governance, and partner with Product and Engineering to inform AI roadmap while driving performance metrics like CSAT, FCR, and SLA. This is a hybrid, global role with meaningful travel.