Jobs at Zendesk

• Lead a variety of projects and initiatives, helping define strategy and user experience vision through cross-functional collaboration and alignment
• Conduct user research, present research findings, and craft end-to-end product journeys and experiences that connect users with Forethought’s services and brands

Job Description
About the Role

We're building a real-time voice AI product for live, natural conversations. This is a chance to work on a product where engineering quality is felt immediately by users.

• An approvals workflow engine that can enable mult-step approval processes, improve productivity for our customers and can fast track our investments in Employee Services.
• Integration of Approvals steps and actions with the AI Agents integration platform and with the Zendesk MCP server for external Agentic AI to action upon approvals

• Lead, coach, and develop a distributed team of engineers - both office-based and remote - ensuring alignment and consistent, high‑quality delivery.
• Manage a portfolio of parallel initiatives with distinct profiles: internal governance systems; audit activities; high-availability production environment infrastructure; etc.

• Define and evolve an organization-level Martech architecture that prioritizes data fluidity and AI accessibility.
• Lead the Unified Data Layer initiative: ensure our CDP and Data Warehouse are structured to feed LLM-based applications and predictive models accurately.

• Serve as the lead partner to Product Development leadership, from day-to-day operational decisions to large-scale strategic shifts, by providing accurate financial and non-financial information and analyses for their business decisions.
• Financial modeling for Product launches including opportunity sizing (TAM, SAM, SOM) ARR target...

• Metric Definition & Governance:
• + Collaborate with senior stakeholders across departments (Product, Sales, Marketing, Finance, Engineering) to define and refine core business metrics.

Establish clear definitions, calculation methodologies, and data sources for all KPIs.
Justify decisions made on definitions to senior stakeholders (including C-Suite).
Develop and maintain a comprehensive data dictionary and documentation for all key metrics in collaboration with the Data Governance team.

• Digital & MarTech Product Vision: Define and manage the overarching product roadmap for our digital marketing stack (CMS, eCommerce, trial flows) and core MarTech stack (e.g., Marketo, Salesforce). Prioritize the backlog based on business value and strategic OKRs.
• AI & Automation Strategy: Evaluate, implement, and govern AI solutions across the GTM stac...

• Own features from design, implementation, review, testing, rollout, monitoring.
• Produce a short design doc for medium+ changes (problem, constraints, chosen approach, rollback plan) and present it to the team before implementation.

• Own and scale a 6–10 person AI Success Strategist team to deliver predictable, measurable customer AI outcomes — e.g., drive double‑digit increases in automated resolution adoption, shorten time‑to‑value for deployments, and materially improve account retention and expansion metrics (GRR/NRR)

• Operationalize repeatable playbooks, SLAs, and account‑level forecasting so the team detects ...