Senior Program Manager, Customer Advocacy at Zendesk in Remote

As a Senior Program Manager supporting Customer Advocacy, you will be a part of a multi-functional team of program managers and business operations managers who support the innovation and scale of our Customer Support and Customer Experience teams at Zendesk. You will work closely with senior leadership to resolve strategic priorities and programs, then lead cross-functional teams to define goals and objectives for each strategic program. You’ll facilitate effective and efficient execution, providing transparency and visibility to all involved teams and levels of management.

What you get to do everyday:

• Partner closely with leadership and execution teams to drive cross-functional programs with executive-level visibility
• Drive complex, strategic programs - ensuring clear, stakeholder communications and proactive follow-up with partners to meet deadlines
• Bring structure to sometimes ambiguous visions and craft programs to bring them to life
• Collaborate with business leaders to craft business cases, prioritize initiatives, identify opportunities for improvement, and continuously scale current processes
• Anticipate risks and strategically determine how to mitigate them
• Cultivate a culture of openness and transparency to increase the likelihood of program success
• Lead by influence rather than authority to build trust across the organization
• Positively impact the effectiveness and efficiency of program team members

What you bring to the role:

• Consistent record of setting up, defining, and driving cross-functional programs in a fast-paced environment
• Minimum of 5 years in a Program Manager role or equivalent experience leading cross functional teams to achieve major initiatives
• Experience working with and/or supporting Customer Support, Customer Experience or other GTM teams
• Ability to get to the heart of a problem and mobilize the right people to solve it
• Strong collaboration, planning, influencing, and prioritization skills
• The ability to synthesize and connect the dots between potentially competing or duplicative initiatives
• Ability to facilitate efficient and productive meetings that people look forward to attending - whether they be in-person or virtual
• Ability to tailor your approach and programmatic methodologies to meet the needs of Zendesk team.