Job Description

Why This Role? Why Now?

Customer experience is transforming through AI-driven innovation. At Zendesk, we don't just embrace this change - we lead it. Our Professional Services organization is building the capabilities, operating model, and executive partnerships required to help customers realize measurable value from AI at scale. As the Senior Director, you will set the global direction for AI Services Consulting and lead leaders and senior consultants who shape strategy, elevate delivery quality, and accelerate customer outcomes.

Mission

You will own the global strategy and operating model for AI Services Consulting, building a high-performing organization that consistently delivers fast, measurable customer outcomes on Zendesk AI. You will establish the portfolio strategy, standards, governance, and operating rhythm for AI engagements; ensure the organization is staffed and developed for the work ahead; and create the mechanisms that make delivery predictable, scalable, and commercially sound.

You will serve as a senior partner to Sales, Customer Success, Product, Engineering, and executive customers, translating market and delivery insight into customer roadmaps, product priorities, and scalable growth. You will be accountable for continuous improvement in methodology, enablement, quality, and talent so we increase adoption, customer satisfaction, retention, expansion, and margin at scale.

Overarching Objective For The Role:

• Set the global direction and scale a high-performing AI Services Consulting organization: Build the organization, leadership bench, role architecture, capacity model, and career paths required to deliver at global scale.
• Own enterprise delivery performance and value realization: Establish the outcomes, quality standards, operating metrics, and executive escalation mechanisms that ensure AI engagements deliver measurable business impact, time to value, and sustainable margin.
• Shape a repeatable global AI go-to-customer motion: align Sales, Customer Success, Product, Engineering, and Services on customer roadmaps, packaging, handoffs, expansion paths, and investment priorities using customer and delivery insight.

How You'll Make an Impact

Strategic Responsibilities

• Set the global AI Services Consulting strategy and operating model: Define the service portfolio, engagement principles, delivery methodology, standards, governance, and investment roadmap that make AI consulting repeatable, differentiated, and scalable across segments and geographies.
• Own portfolio capacity, prioritization, and commercial performance: Forecast demand, shape capacity and coverage, balance utilization with customer outcomes, and make informed tradeoffs across staffing, scope, investment, and margin.
• Create executive accountability for outcomes: Establish the performance system, success measures, and review cadence that connect AI delivery to customer value, retention, expansion, quality, and financial performance.
• Lead senior cross-functional alignment and executive customer engagement: Partner with Sales, Customer Success, Product, Engineering, Finance, and regional leaders to resolve systemic barriers, align investment decisions, and create shared accountability for customer and business outcomes.
• Build the leadership bench and AI consulting capability: Develop directors, senior managers, and consultants through clear expectations, coaching, succession planning, knowledge systems, and product readiness; create durable feedback loops from the field to improve product, tooling, and enablement.

What You'll Need to Succeed

Strategic Skills & Expertise

• Enterprise people leadership & organization building: Proven ability to lead through leaders, build inclusive high-performing organizations, set clear performance expectations, develop succession pipelines, and design roles and career paths for a scaling business.
• AI, product, and services authority: Deep fluency in AI-enabled customer service workflows, integrations, data readiness, adoption, and responsible implementation practices, with the judgment to guide enterprise solution strategy and resolve systemic escalations.
• Operating model and performance management: Experience defining global playbooks, governance, KPIs, quality standards, and executive operating rhythms that create a single source of truth for delivery, risk, capacity, and financial performance.
• Portfolio and transformation leadership: Expertise overseeing complex, multi-region or multi-workstream portfolios, with strong judgment in scoping, resourcing, risk, change, operating-model evolution, and executive stakeholder communication.
• Customer value and executive advisory: Skilled at translating enterprise customer strategy into AI services, measurable value cases, and actionable roadmaps; able to advise executives and influence decisions in complex environments.
• Enterprise influence and GTM alignment: Ability to align senior leaders across Sales, Customer Success, Product, Engineering, Finance, and Services; use market and delivery insight to improve packaging, forecasting, product feedback, and growth motions.

Qualifications

• 12+ years in Professional Services, Consulting, Technical Account Management, Solutions Consulting, or a related enterprise SaaS function; significant experience leading AI-related services, transformation, or product adoption.
• 8+ years of people leadership experience, including leading through leaders and building globally distributed, customer-facing organizations.
• Senior-level experience in go-to-customer and operating-model leadership within enterprise technology or SaaS, spanning Professional Services/Consulting, Customer Success, Technical Account Management, Solutions Engineering, or related functions.
• Demonstrated experience using customer, adoption, delivery, and financial analytics to shape portfolio decisions, anticipate risk, and improve retention, expansion, customer value, and margin.
• Bachelor's degree in Business, Computer Science, Engineering, or a related field; advanced degree or relevant executive, AI, consulting, or program leadership credentials preferred.
• Demonstrated product and market expertise: ability to translate generative AI capabilities, integrations, technical requirements, and responsible-use considerations into differentiated services and business outcomes.
• Proven executive influence with Product and Engineering; experience turning customer and field insight into product strategy, prioritization, and investment decisions.
• Track record of building or scaling operating mechanisms and predictive insights that improve adoption, delivery performance, customer health, commercial outcomes, and organizational productivity.
• Exceptional executive communication and change leadership; ability to distill complex AI concepts into clear decisions, align senior stakeholders, and mobilize global teams.

The US annualized OTE (On Target Earnings) range for this position is $270,000.00-$406,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.