Manager, Zendesk

Own the strategy, deployment, administration, and continuous improvement of the Zendesk ecosystem and related integrations that power our Customer Experience operations. You’ll be the technical and operational backbone for how our support teams work—designing scalable workflows, implementing automations, building reliable data flows, and integrating Zendesk with our broader GTM and product stack. Partner closely with CX leadership, RevOps, Product, Engineering, and Data teams to deliver a frictionless customer and agent experience. Lead greenfield deployments or migrations, including business requirements, solution design, sandbox testing, UAT, cutover, and post‑launch hypercare. Implement QA, conversation audits, disposition standards, and tagging frameworks. Deliver training, knowledge articles, and change communications; create admin and agent playbooks. Set clear expectations, priorities, and performance standards for direct reports; foster a culture of accountability, collaboration, and continuous improvement.