Senior Engineering Manager

Job Description

As a Senior Engineering Manager in AI Agents you’ll be developing and growing our Integrations teams which specialize in  developing native integrations into the Zendesk ecosystem, enabling our AI Agents to work within Zendesk just like a human agent would. 

Additionally, your teams own the experience of provisioning our products directly from within the Zendesk environment, ensuring a frictionless experience for our customers.

You will work with multiple teams, directly managing engineers from various skill sets (ie: Frontend, Backend) as well as leading other people managers within your area and collaborating with stakeholders across the business. The number of people and skill sets you interact with, might be subject to change as we gear up the organization for future challenges. 

What you will be doing: 

• Lead multiple cross-functional teams, guiding the teams towards achieving their full potential

• Directly manage both individual contributors and other people managers

• Foster a culture of continuous improvement and collaboration, driving your teams to innovate and continuously discover and evaluate new technologies

• Empower your teams through coaching, mentorship, and skill development and develop the next generation of people leaders in our organization

• Foster a culture of micro feedback, mutual accountability, shared ownership, and a bottom up culture in close collaboration with the other Engineering Managers

• Enable engineers to push for best practices inside their discipline aiming at greater productivity, cleaner code and product quality

• Collaborate with fellow Engineering Managers and Chapter Leads to keep our engineering group focused and effective

• Facilitate communication between Engineers, Product Managers and stakeholders within the RnD department and across the business, fostering understanding and alignment

• Accountability for for the delivery and product quality in the teams you manage 

What you bring to the role:

• Enthusiastic mentor with the ability to inspire teams, fostering professional development and empowering teams to reach their full potential

• Strong technical background and professional experience developing and maintaining complex architectures 

• Proven track record of successfully managing and motivating several engineering teams, driving them towards achieving ambitious goals

• Experience managing both individual contributors and other managers, scaling teams and leading through change

• Understanding the value of diverse perspectives and actively seeking input from others to achieve optimal outcomes, acknowledging that your own viewpoint may not always be the best

• You excel in facilitating discussions and communicating with various stakeholders, ensuring clarity and alignment across teams and departments

• Experience working in collaborative teams,leveraging practices like pair programming and code reviews to promote knowledge sharing and enhance team performance

• Strong expertise in iterative development and balancing risks

• Commitment to quality and a deep understanding of how to achieve and maintain it within complex architectures and software designs

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 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.

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