Senior Director, Enterprise Transformation & Process Excellence

Job Description

Senior Director, Enterprise Transformation & Process Excellence

Reports To: Chief Transformation Officer

Position Overview

Zendesk is seeking an accomplished and strategic Senior Director to spearhead Operational Process Excellence and Enterprise Transformation initiatives, scaling and fortifying the operational backbone of the world’s leading customer experience company. This senior leadership role requires a forward-thinking, innovative leader who actively incorporates AI, automation, and advanced digital technologies into process re-engineering and enterprise transformation programs, driving a profound shift in how Zendesk operates.

You will be a key thought partner to executive leadership—co-owning transformation initiatives and their outcomes—driving sustainable, data-driven change that accelerates business value, unlocks new efficiencies, and radically reimagines core business processes across Marketing, GTM, IT, CX, and G&A functions. This role blends strategic vision, operational discipline, AI-enabled innovation, portfolio management expertise, and deep business process knowledge with strong leadership and organizational influence to define the future of transformation at Zendesk.

Key Responsibilities

Strategic Planning & Innovation

• Architect and lead the development of analytical frameworks and advanced insights models that enable data-driven, anticipatory strategic decision-making across enterprise functions.

• Drive thought leadership in embedding automation within business rhythms (planning cycles, OKRs, resource allocation), enabling intelligent, adaptive organizational planning.

Enterprise Transformation & AI-Driven Process Re-Engineering

• Lead the end-to-end design and implementation of large-scale transformation programs featuring AI, ML, and automation technologies to radically re-engineer and optimize operational processes.

• Innovate and reimagine processes leveraging cutting-edge AI tools, automation platforms, and digital solutions, continuously elevating process performance and customer impact.

• Partner closely with GTM, CX, Support, Marketing, IT, and other functions to embed intelligent automation and AI capability, enabling scalable and sustainable operational excellence.

• Act as a trusted advisor and co-owner of transformation initiatives and outcomes, collaborating with senior leaders to design AI-driven solutions that address complex business challenges and accelerate growth.

Cross-Functional Collaboration & Influential Thought Leadership

• Foster enterprise-wide alignment through proactive cross-functional collaboration focused on business model innovation, workforce strategy reimagination, and future-proof organizational design.

• Lead the development of standardized frameworks and tools that increase transparency, agility, and real-time alignment across business units.

• Serve as a thought leader and ambassador for AI’s strategic role in enterprise transformation, regularly engaging with executive leadership and key stakeholders to influence vision and investment priorities.

Data, Metrics, AI-Enhanced Reporting & Insights

• Oversee the integration and use of AI and advanced analytics to enhance data synthesis, predictive insights, and hypothesis testing to support agile, evidence-based decisions.

• Own executive reporting and AI-powered dashboards that provide real-time visibility into transformation KPIs, risks, and outcomes, driving continuous improvement.

• Define new KPIs and success metrics that capture AI and automation impact on business performance, quality, and customer satisfaction.

People Leadership & Culture of Innovation

• Build, nurture, and lead a high-performing, innovation-driven team with deep expertise in AI, automation, process excellence, and change management. Work in a matrix organization to coach and develop talent

• Develop team capabilities through continuous learning and experimentation with