Senior Director, Enterprise Transformation & Process Excellence

Zendesk Group; United States; On-site; USD 150,000 - 200,000; Full time

Job summary

A leading SaaS company in the United States seeks an innovative leader to drive enterprise transformation initiatives. This role requires over 15 years of leadership experience, with a focus on AI-driven process innovation and operational excellence. The ideal candidate will influence executive leadership and foster alignment across functions. Responsibilities include developing frameworks for agile operations and mentoring teams in automation and innovation. This role is pivotal in redefining business processes and enhancing overall efficiency.

Qualifications

• 15+ years of leadership experience in enterprise transformation or operational excellence.
• Expertise in AI/ML-powered process re-engineering and automation programs.
• Demonstrated ability to influence executive teams and foster consensus.

Responsibilities

• Lead enterprise-wide transformation initiatives focused on business value.
• Develop frameworks that enhance alignment across business units.
• Mentor teams emphasizing growth in AI competencies and operational excellence.

Skills

Leadership

AI/ML process re-engineering

Business model innovation

Operational excellence

Strategic thinking

Job description

You will be a key thought partner to executive leadership—co-owning transformation initiatives and their outcomes—driving sustainable, data-driven change that accelerates business value, unlocks new efficiencies, and radically reimagines core business processes across Marketing, GTM, IT, CX, and G&A functions. This role blends strategic vision, operational discipline, AI-enabled innovation, portfolio management expertise, and deep business process knowledge with strong leadership and organizational influence to define the future of transformation at Zendesk.* Foster enterprise-wide alignment through proactive cross-functional collaboration focused on business model innovation, workforce strategy reimagination, and future-proof organizational design.* Lead the development of standardized frameworks and tools that increase transparency, agility, and real-time alignment across business units.* Serve as a thought leader and ambassador for AI’s strategic role in enterprise transformation, regularly engaging with executive leadership and key stakeholders to influence vision and investment priorities.* 15+ years progressive leadership experience in enterprise transformation, operational excellence, business operations or technology-driven process innovation — preferably in SaaS, technology, or customer experience sectors.* Expertise or knowledge in leading AI/ML-powered process re-engineering, automation programs, and complex enterprise-wide transformations that delivered measurable business impact.* Deep knowledge of GTM, IT, CX, and Revenue Operations* Strong portfolio and program management skills with experience owning outcomes jointly with senior stakeholders, balancing P&L considerations and ROI-driven prioritization.* Demonstrated ability to serve as a high-impact thought leader, influencing executive teams and fostering consensus across cross-functional groups.* Exceptional communication, strategic thinking, and analytical skills with the ability to process excellence concepts into tangible business value.* Experience managing and developing diverse teams with a focus on building automation expertise, fostering innovation, and scaling transformation capabilities.People Development: Builds and mentors diverse teams emphasizing growth in AI competencies, innovation mindset, and operational excellence.