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<h2>Job Description</h2>Zendesk is the industry-leading, AI-driven customer experience platform with a maniacal focus on customer obsession. The Zendesk customer experience (CX) organization is at the heart of continuously championing and driving this customer obsession across the company.The mission of the CX organization is to ensure our customers realize value from their investments in Zendesk’s leading CX solutions.. The CX programs team is a small, dynamic group responsible for driving cross organization standards and delivery excellence — ensuring the organization consistently drives customer obsession through a laser focus on platform adoption and customer value.JOB RESPONSIBILITIESTo achieve the CX mission, the CX programs team focused on the following core objectives:<ul> <li>Ensure the core CX delivery teams — e.g., Customer Success, Professional Services — are efficiently &amp; effectively delivering value &amp; outcome-driven services to customers throughout the customer’s journey.</li> <li>Enable the Zendesk team to accelerate product adoption and raise the bar for the customers’ overall Zendesk experience — through the application of high-value customer health processes and product adoption frameworks.</li> <li>Reinforce CX delivery excellence across the company to accelerate our customers’ success and Zendesk’s growth. </li> <li>Support and deliver assigned CX cohorts and projects for Zendesk’s Top 3000 customers, focusing on customer health, adoption, and value.</li> <li>Work closely with “tiger team” supporting key cohorts - Customer Success Managers and Professional Services - to ensure smooth program delivery and resolve customer issues. </li> <li>In partnership with the Sr Director, CX Programs, coordinate the maintenance of program(s) documentation and provide regular status updates on progress and outcomes to stakeholders.</li> </ul>To deliver on these overarching objectives, CX Programs leaders will collaborate closely with Zendesk CX and go-to-market (GTM) colleagues on the following:<ul> <li>Develop actionable, value-driven frameworks, standards, processes and best practices that enable customer success, expanded relationships and growth for Zendesk. </li> <li>Lead and execute cross functional transformation initiatives aimed at improving customer health, product adoption, customer value realization and growth.</li> <li>Lead and run recurring cross functional CX delivery excellence programs — e.g., global risk programs, regional heal desks, digital success programs, customer journey optimization, etc.</li> <li>Implement Best Practices by applying established CX standards, playbooks, and best practices to program delivery for enterprise customers.</li> </ul>QUALIFICATIONS<ul> <li>12+ years experience in CX delivery — preferably multiple years in leadership roles in enterprise technology / SaaS organizations — e.g., customer success management, professional services/consulting or technical account management, renewals, customer support. </li> <li>Must understand industry best practices in CX service delivery and apply those best practices to drive operational excellence and transformation across a complex global function. </li> <li>Expertise in state of the art customer success concepts and principles — including segmentation, customer health scoring, product adoption methodologies, high/medium/low/digital touch tactics, CS subscription offerings, risk management &amp; mitigation processes.</li> <li>Track record of succeeding in complex, multi-product enterprise technology firms with global go-to-customer operations.</li> <li>Experience running cross functional change-the-business continuous improvement initiatives and global run-the-business programs.</li> <li>Financial acumen and the ability to do foundational quantitative analysis and forecasting.</li> <li>Strong interpersonal and influencing skills, with the ability to work at multiple levels of an organization (e.g., CXO to individual CSM or renewals manager).</li> <li>Proven ability to learn new technology/software solutions and link software solutions to common customer use cases, product adoption maturity/frameworks, and, ultimately, business value and outcomes for customers.</li> <li>Bachelor degree in computer science, information sciences &amp; technology, engineering or business. Masters degree preferred.</li> </ul>The US annualized base salary range for this position is $169,000.00-$253,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.The intelligent heart of customer experienceZendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster <a href="http://www.zendesk.com/diversity-inclusion/" target="_blank">global diversity, equity, &amp; inclusion</a> in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please <a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf" target="_blank">click here</a>. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to <a href="#">peopleandplaces@zendesk.com</a> with your specific accommodation request.

Zendesk

Principal CX Programs Manager

<h2>Job Description</h2>The Zendesk Agent Experience team is hiring a well-rounded full-stack Senior Staff Software Engineer with extensive experience in developing and maintaining large-scale SaaS platforms. This is a hybrid role, and candidates must be based in San Francisco, CA; Madison, WI; or Austin, TX.As a key part of Zendesk’s flagship Support product, our team focuses on the core user experience that our customers interact with on a daily basis. Agent Workspace is the unified user experience that empowers agents to efficiently manage interactions across all Zendesk channels within a single ticket interface. It plays a crucial role in how customers engage with Zendesk Support, and represents the core of the overall product experience, fundamentally driving customer success. We believe empathy is the greatest virtue for building the best products and the greatest environment for growing together as a team, adapting quickly and constantly innovating.This role is ideal for engineers who are customer focused and thrive on solving complex performance challenges, creating seamless user experiences, and designing scalable web application architectures. You should have experience in successfully leading technical initiatives and delivering production ready software. What you’ll be doing <ul> <li>Lead the design, development, and maintenance of complex, scalable, high-performance web applications, defining and implementing cutting-edge full-stack architecture and development best practices.</li> <li>Drive key technology decisions and ensure alignment with overall business and product strategies, collaborating closely with cross-functional stakeholders to understand requirements to deliver high-quality, A11y compliant solutions.</li> <li>Mentor and guide engineers and tech leads, fostering a culture of continuous learning and technical excellence and promoting a culture of accountability and transparency in project deliverables and timelines.</li> <li>Lead by example: Conduct and participate in thorough design and code reviews to maintain high development standards, ensuring the code is clean, efficient, and maintainable. </li> <li>Document, evangelize, and communicate best practices in all our frameworks and tools.</li> <li>Optimize application performance to ensure fast and responsive user experiences across a variety of platforms.</li> <li>Identify and lead opportunities for innovation in our products and processes, proactively contributing to prototyping and developing new features, standards, and tools that add value to our products.</li> <li>Communicate effectively with business owners and other stakeholders to understand business needs and translate them into technical requirements, working collaboratively with cross-functional teams to ensure continuous delivery of value to our customers.</li> <li>Actively participate in strategic planning and roadmapping sessions, providing technical insights and aligning technical goals with business objectives.</li> <li>Stay updated with the latest industry trends, technologies, and best practices to ensure continuous improvement and innovation.</li> </ul>What you bring to the role <ul> <li> Required: <ul> <li>10+ years of industry experience with at least 8+ years in full-stack software development in a SaaS company or a product development organization</li> <li>Proven track record of delivering large-scale, high-quality, and secure web applications.</li> <li>Deep understanding of web application development and excellent knowledge of Ruby and/or at least one JVM language</li> <li>Proficiency in JavaScript, Typescript, HTML5, CSS3, and modern front-end frameworks (such as React or <a href="http://vue.js" target="_blank">Vue.js</a>).</li> <li>Some experience developing and integrating GraphQL services into frontend applications.</li> <li>Experience in leading architectural decision-making processes and mentoring a team.</li> <li>Deep understanding of cross-browser compatibility issues, responsive design, web architecture.</li> <li>Strong verbal and written communication skills, with the ability to clearly explain complex technical decisions to audiences with varying levels of technical expertise.</li> <li>Experience working with observability tools (e.g., DataDog) and optimizing UI responsiveness for structured workflows.</li> <li>Ability to work independently and in a team, with a proactive approach to improving processes and outcomes.</li> <li>A quality, balanced approach to development and testing, including TDD where appropriate. </li> </ul> </li> <li> Preferred: <ul> <li>Experience with event-driven, distributed architecture using Kafka.</li> <li>Familiarity with relational data stores like MySQL and Aurora, and systems like MySQL, ElasticSearch, Redis.</li> <li>Experience with React and its ecosystem, Ember would be a bonus.</li> <li>Strong verifiable contributions to open-source software would be nice to have.</li> </ul> </li> </ul>Tech Stack <ul> <li>Backend: Ruby, Ruby on Rails, Java, MySQL</li> <li>Frontend: JavaScript, TypeScript, React, Redux, GraphQL</li> <li>DevOps &amp; Monitoring: DataDog, CI/CD tools</li> <li>Cloud &amp; Infrastructure: AWS, Kubernetes (nice-to-have) </li> </ul>The US annualized base salary range for this position is $183,000.00-$275,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.The intelligent heart of customer experienceZendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster <a href="http://www.zendesk.com/diversity-inclusion/" target="_blank">global diversity, equity, &amp; inclusion</a> in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please <a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf" target="_blank">click here</a>. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to <a href="#">peopleandplaces@zendesk.com</a> with your specific accommodation request.

Senior Staff Software Engineer (Full-Stack)

<h2>Job Description</h2>Overview:Zendesk is seeking a Global Campaign Content Marketing Manager located in San Francisco, Seattle, or Austin to drive global, always-on CX demand campaigns focused on nurturing open opportunities. This role will collaborate closely with regional marketing, product marketing, and sales teams to create full funnel demand content. The ideal candidate has experience developing content strategies, working with event speakers, and evolving messaging for the stages of the buyer journey . You should be a team player with strong influence management, cross-functional collaboration skills, and a willingness to learn new AI and marketing technologies. Join a team that values creativity, inclusivity, and community impact. Responsibilities:<ul> <li>Campaign messaging, strategy and content development: Lead the development of global solution campaign messaging, strategy, and content pieces to drive CX demand. Understand and articulate the buyer's journey for our solutions in the context of campaigns and be able to identify the right messaging needed to nurture leads at the different stages. Create content such as digital events, analyst reports, demos, customer spotlights, datasheets, etc. Partner with product marketing and utilize data-driven analysis to understand target audience segmentation, align campaign and product messaging, and develop an effective and compelling content strategy. </li> <li>Cross-team collaboration: Work closely with teams across the marketing organization including product marketing, brand &amp; creative, localization, customer marketing, etc to deliver integrated demand campaigns.</li> <li>Global Partnership: Partner with regional demand marketing teams to execute the global campaign within the AMER, EMEA, LATAM, and APAC regions. Responsible for helping to define and build a repeatable marketing strategy and execution model which is packaged up into Marketing Kits that our regional and channel marketing teams can use to execute activities within each region. </li> <li>Agency management: Manage multiple creative, video, speaker and webinar production agencies. Give clear direction on the need and feedback on the deliverable. </li> </ul>Qualifications:<ul> <li>3-5 years of marketing experience with customer, campaign or integrated marketing experience (Customer experience, B2B, SaaS preferred)</li> <li>Ability to digest and understand audience segment data to help determine optimal targeting and campaign creation strategies</li> <li>Strong and proven writing and messaging skills</li> <li>Proven ability to manage complicated, multi-channel marketing campaigns</li> <li>Previous work managing outside agencies effectively</li> <li>Quick learner with the ability &amp; agility to thrive in a fast-moving, changing environment</li> <li>Creative and innovative with a knack for improving programs and problem solving </li> <li>Strong organizational skills with keen attention to detail</li> <li>Ability to use data insights to optimize campaign performance </li> <li>Strong communication skills across all levels, from marketing and sales professionals to executives </li> <li>Positive attitude, collaborative, energetic, and optimistic</li> <li>Experience collaborating across multiple internal teams and departments and building effective relationships to influence change </li> <li>A bias for fast but thoughtful action, results, and delivery with a high-quality bar</li> </ul>Where We Work:In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.The US annualized base salary range for this position is $103,000.00-$155,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.The intelligent heart of customer experienceZendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster <a href="http://www.zendesk.com/diversity-inclusion/" target="_blank">global diversity, equity, &amp; inclusion</a> in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please <a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf" target="_blank">click here</a>. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to <a href="#">peopleandplaces@zendesk.com</a> with your specific accommodation request.

Global Campaign Content Marketing Manager

Location: Remote, United States Zendesk is seeking an experienced Vice President, Total Rewards to lead our company's global total rewards strategy and delivery, encompassing both compensation and benefits programs. This strategic leader will also oversee our global mobility team, presenting key initiatives to our board of directors' compensation committee and executive team. Additionally, the ideal candidate will have a background in M&amp;A total rewards strategy. As a core member of the People &amp; Places Leadership Team reporting directly to the Chief People &amp; Diversity Officer, we will look for a leader that represents the core values of Zendesk and People and Places. The right leader will learn the customer experience business and culture inside and out. Allowing you to provide strategic total rewards partnerships to the business leaders with and through the global Total Rewards team. We’ll Trust You To: 1. Strategic Leadership: Develop and implement a comprehensive total rewards strategy that supports our business goals, attracts top talent, and fosters employee engagement. 2. Compensation Management: Lead the design, implementation, and administration of global compensation programs, including base salary, short-term and long-term incentives, and executive compensation. 3. Benefits Management: Define and oversee the company's global benefits programs, ensuring they are competitive, cost-effective, and cater to the diverse needs of our employees across different regions. 4. Global Mobility: Oversee the management of our global mobility team, developing programs and policies to support international assignments, relocations, immigration, and repatriation. 5. Governance and Compliance: In partnership with our People Operations team, ensure all total rewards and mobility programs are compliant with international, national, and local regulations across all operational regions. 6. Board Presentations: Present total rewards and compensation strategies and programs to the board of directors' compensation committee. 7. Total Rewards M&amp;A: Lead total rewards M&amp;A activities, comparing current programs with target company practices and proposing comprehensive total rewards strategies pre and post-acquisition. 8. Team Leadership: Provide day to day guidance, career development, and support to the global total rewards team. Requirements 1. Bachelor's degree in Human Resources, Business, or related field; Master's degree or relevant certification (such as CCP, GRP, CECP) preferred. 2. Minimum 10 years of experience with increasing responsibility in the total rewards field, ideally in a global software/technology/SaaS organization at a private equity held company. 3. Proven experience in developing compensation, benefits, and mobility strategies, and presenting to executive leadership and board members. 4. Strong understanding of global compensation and benefits laws and regulations. 5. Knowledge of HRIS systems and ability to use HR metrics for decision-making. 6. Experience with M&amp;A total rewards strategies is highly desirable. Competencies 1. Excellent leadership and management abilities. 2. Strong analytical skills and ability to transform complex data into actionable strategies. 3. Excellent interpersonal and communication skills; ability to influence at all organizational levels. 4. Demonstrated ability to operate within a fast-paced, global environment. 5. Adaptable with a high degree of integrity and professionalism. The US annualized base salary range for this position is $252,000.00-$378,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. **The intelligent heart of customer experience** Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster [global diversity, equity, &amp; inclusion](<a href="http://www.zendesk.com/diversity-inclusion/" target="_blank">http://www.zendesk.com/diversity-inclusion/</a>) in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please [click here](<a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf" target="_blank">https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_sc…</a>). Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [<a href="mailto:peopleandplaces@zendesk.com" target="_blank">peopleandplaces@zendesk.com</a>](<a href="mailto:peopleandplaces@zendesk.com" target="_blank">mailto:peopleandplaces@zendesk.com</a>) with your specific accommodation request.

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