Senior Customer Support Strategic Program Manager

As a Senior Strategic Program Manager, your work will span strategy, execution, and systems design. You’ll be trusted to lead through ambiguity, drive alignment on solutions and move the organization forward through high-impact programs. Drive initiatives across technology, process, and people, ensuring smooth execution from early scoping through long-term adoption and impact. Define and structure work in ambiguous spaces uncovering the right questions, aligning stakeholders, and turning strategy into action. Create scalable systems and program management practices that help CX teams prioritize, execute, and measure progress consistently and effectively. You will use business analytics tools to explore trends, uncover gaps, and shape strategic direction. You will act as connective tissue across teams like Product, Engineering, L&D, Zendesk System Administrators, and Risk managing dependencies and ensuring shared understanding. You will mentor peers and improve program delivery through thoughtful guidance, templates, tooling, and feedback. You will spot what’s missing and fill it through new programs, repeatable systems, or simply asking the question no one else is asking.