Senior Manager

Description:

Zendesk’s Digital CX team is focused on redefining how customers connect, learn, and grow with the company, centering its global community as a hub for knowledge-sharing, best practices, and innovation in customer experience.

The Senior Manager, Community Programs will take ownership of Zendesk’s most critical community initiatives, driving engagement, retention, advocacy, and growth. This role is highly visible and business-critical, offering direct collaboration with senior leaders across Product, Marketing, and CX.

Key Responsibilities:

• Strategic Leadership: Define and scale Zendesk’s global community strategy to align with company priorities.

• Super User Program: Build and operationalize a global program recognizing and empowering top contributors to transform expertise into advocacy.

• Roadmap Management: Define and manage the Community team roadmap, providing executive readouts and ensuring alignment with enterprise goals.

• Program Oversight: Lead online forums, user groups, global events, product feedback channels, content creation, recognition, and advocacy initiatives.

• Team Leadership: Mentor and develop a team of Community specialists and engagement managers, establishing career paths and competency models.

• Cross-functional Collaboration: Partner with Product, Marketing, CX, and Social teams to amplify community voices and integrate insights into broader company strategies.

• Innovation: Continuously modernize community engagement strategies, leveraging AI and digital trends.

• Impact Measurement: Track engagement, community health, and business outcomes, using insights to refine strategy and drive measurable impact.

Requirements:

• Proven experience in senior Community roles with global program scaling (5+ years).

• Leadership experience managing teams, including remote and distributed teams (3+ years).

• Strong cross-functional influence and ability to communicate with executives.

• Operational rigor with experience building roadmaps and KPIs.

• Customer-first mindset with passion for digital engagement.

• Excellent communication skills tailored for diverse audiences.

• Adaptability to navigate multiple projects in a fast-paced, global environment.

About Zendesk:
Zendesk provides software that brings calm to customer service chaos, powering billions of conversations with well-known brands. They promote a hybrid work culture balancing in-person collaboration and remote flexibility, alongside strong commitments to diversity, equity, and inclusion.