Senior Program Manager

<h2>Job Description</h2><p></p><p><span><b><span>Job Title: Senior Program Manager, Product Development - AI </span></b></span></p><p></p><h2><span>An industry-leading tech company</span></h2><p><span>At Zendesk, we get passionate about building software that delivers the ultimate customer experience. Your favorite brands maximize our products to engage you as a customer, and we lead the industry with beautifully simple software. We’re constantly innovating, and we apply this philosophy to all prioritized initiatives.</span></p><p></p><h2><span>Job Summary</span></h2><p><span>As a Senior Program Manager on our Product Development team, you’ll work with Product Management and Engineering to define and execute the roadmap for capabilities that allow Zendesk to provide a fully integrated, scalable and easy-to-use Customer and Employee Service solution. You’ll work side-by-side with our AI teams (AI Agents, Copilot, QA and more…) and its numerous internal stakeholders to drive solutions for <span>cross-product/cross-functional</span> problems and initiatives. This also includes unifying the customer experience for using all of our AI products. Additionally, you will leverage your knowledge and expertise to enhance decision-making processes and improve program outcomes.</span></p><p></p><h2><span>What You’ll Be Doing</span></h2><ul><li><p><span>Lead company-wide programs with broad impact. Liaising with Product Development teams and teams outside of Product Development including Product Marketing, Enterprise Data &amp; Analytics, Legal, Finance and Go-to-Market. You’ll keep releases moving forward in a multi-geo environment, focusing on key achievements to bring new products and services to market.</span></p></li><li><p><span>Guide your teams through our quarterly planning process, helping to build out roadmaps, align dependencies and broker commitments from other teams.</span></p></li><li><p><span>Identify, track and mitigate all risks and issues within your programs.</span></p></li><li><p><span>Own regular status reporting for your teams.</span></p></li><li><p><span>Facilitate meetings, workshops, retrospectives, and other team ceremonies.</span></p></li><li><p><span>Build positive relationships with your team members and partners. You will be partnering with other program managers in the AI space.</span></p></li><li><p><span>Devote effort towards making our processes simpler, clearer, and better every day.</span></p></li></ul><p></p><h2><span>What You Bring to the Role</span></h2><ul><li><p><span>Prior experience at a software company driving programs within an Engineering organization and having released at least three large scale releases.</span></p></li><li><p><span>Strong understanding of AI technologies, tools  and AI in general</span></p></li><li><p><span>Familiarity with Technical Program Management tools and agile methodologies: Jira, Confluence, Trello, Kanban…</span></p></li><li><p><span>Experience in identifying and calculating inherent risks, determining their impact, and providing appropriate mitigation planning.</span></p></li><li><p><span>Strong, demonstrable facilitation skills, with a knack for building bridges between teams across multiple locations.</span></p></li><li><p><span>Experience working across multiple global programs simultaneously.</span></p></li></ul><p></p><p><span>That said, if your experience looks a little different from what we’ve identified and you think you can rock the role, we’d love to learn more about you!.</span></p><p></p><p></p><p><span>Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.</span></p><p></p><p><span>More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.</span></p><p></p><p><span>Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.</span></p><p></p><h2><span>EEO Statement</span></h2><p><span>Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity &amp; inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.</span></p><p></p><p><span>By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planni