VP, Global AI-Powered Customer Experience

Zendesk; San Francisco (CA); Hybrid; USD 289,000 - 433,000; Full time

Job summary

Zendesk, a global leader in AI-powered CX, seeks a transformational CX leader to run the AI-powered support model at scale. You will govern an enterprise-wide program across email, messaging, voice, and self-service, shaping strategy with Product, Engineering, Sales, Customer Success, Renewals, and Finance.

You’ll lead a 24/7 global advocacy organization, drive escalation and resolution governance, and use predictive analytics to anticipate needs.

Qualifications

• 20+ years of progressive leadership in enterprise SaaS or technology.
• Experience leading global, multi-functional teams.
• Proven track record with AI-powered support and transformation.
• Experience owning revenue-generating support/Premier business and P&L.

Responsibilities

• Lead global AI-powered support operations across channels.
• Define AI-to-human escalation strategies and governance.
• Drive 24/7 technical support excellence for enterprise customers.
• Align CX with product, engineering, and finance outcomes.

Skills

AI leadership

Global leadership

P&L ownership

Knowledge operations

AI governance

Tools

Zendesk

Job description

Zendesk, a global leader in AI-powered CX, seeks a transformational CX leader to run the AI-powered support model at scale. You will govern an enterprise-wide program across email, messaging, voice, and self-service, shaping strategy with Product, Engineering, Sales, Customer Success, Renewals, and Finance.

You’ll lead a 24/7 global advocacy organization, drive escalation and resolution governance, and use predictive analytics to anticipate needs.