Senior Director, AI-Driven Technical Support

Zendesk, Inc.; Madison (WI); Presencial; USD 180.000 - 280.000; Jornada completa

Descripción de la vacante

Zendesk, Inc. seeks a Senior Director to lead its Technical Support organization, guiding human agents and AI-driven processes to deliver high-quality, proactive customer outcomes.

The role shapes operating strategy, builds a strong leadership team, and drives scalable, reliable support across regions. The candidate will partner with Sales, CS, Product, Engineering, and Finance to align coverage with customer needs, optimize resources, and advance a proactive support culture leveraging AI

Formación

• 15+ years of leadership in technical or enterprise support, SaaS or services.
• Proven track record scaling large, global organizations across growth phases.
• Experience setting long-term vision and translating strategy into operating plans.
• Strong knowledge of support operations, CX, capacity planning and SLAs.
• Experience partnering with Sales, Customer Success, Product, Engineering and Finance.
• Executive-level judgment balancing global commitments with service quality and budgets.

Responsabilidades

• Set the strategy and operating model for Technical support.</br>Translate priorities into plans, outcomes, and accountabilities.
• Build and lead a multi-layered organization through managers and directors.
• Balance AI-driven tools with human expertise to optimize delivery and cost.
• Define measures of value, health, and impact of Technical support.
• Collaborate with Sales, CS, Product, Engineering, and Finance on coverage and priorities.
• Lead global capacity planning, forecasting, staffing, and escalation models.

Conocimientos

Leadership

Strategic planning

Cross-functional collaboration

Stakeholder management

Communication

People management

AI/Automation integration

Educación

Bachelor's degree or equivalent practical experience

Advanced degree (MS/PhD) a plus

Descripción del empleo

Zendesk, Inc. seeks a Senior Director to lead its Technical Support organization, guiding human agents and AI-driven processes to deliver high-quality, proactive customer outcomes.

The role shapes operating strategy, builds a strong leadership team, and drives scalable, reliable support across regions. The candidate will partner with Sales, CS, Product, Engineering, and Finance to align coverage with customer needs, optimize resources, and advance a proactive support culture leveraging AI