Director, Global Operations at Zendesk

Posted in Other 7 days ago.

Location: San Francisco, California

Job Description:


San Francisco, California, United States of AmericaR17106

Job Description

At Zendesk, we get excited about building software that delivers the ultimate customer experience. Your favorite brands leverage our products to engage you as a customer. We lead the industry with beautifully simple software, and we're constantly innovating.

Zendesk's Global Operations team is a high impact, high visibility team whose mission is to drive alignment, accountability, and operational improvements across the company.

As the leader of this team, you'd work with leadership around the globe, as well as our data & technology teams, to drive data based decision-making. You'd provide the framework for outcome focused goal setting, while supporting efficient execution of our strategy and plans.

What you'll do:

  • Define our foundational Rhythm of the Business (Goal Setting, Planning, & Tracking) and scale it to meet the needs of a growing Enterprise company.

  • Lead evolution and maturing of our goal setting (OKR) muscle by driving alignment on approach, process, and tooling.

  • Partner with the Office of CEO, Portfolio Management Office, and executive team to draft and cascade the overall company goals into a trackable roadmap of initiatives and accompanying metrics.

  • Partner with HR to connect the OKR process with performance management plans.

  • Demonstrate innovation and agility with a focus on relationships while solving our most critical business and operational challenges.

What you'll bring to the role:

  • Experience working closely with a variety of cross-functional specialists and leaders, particularly at the executive level.

  • Passion and knowledge translating high-level strategy into a trackable set of goals and metrics.

  • Keen understanding of data and analytics in an enterprise software setting.

  • Experience leading a team through some ambiguity, while building alignment and accountability, in a matrix organization.

  • Demonstrated positive track record in driving enterprise wide transformation and scaling.

  • A willingness to learn about what makes Zendesk operate and how to innovate best practices for maximum impact and application.

  • Ability to set up, organize and evangelize process changes to leadership across a large company

  • Strong communication skills and a proven track record of building and developing relationships with senior leaders.

  • We've found that folks with 10+ years of experience in management consulting, business strategy and planning, and/or global operations are well suited to succeed. That said, if your experience looks a little different from what we've identified and you think you can rock the role, we'd love to hear from you!

About Zendesk - Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at .

We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here .

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to with your specific accommodation request.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information.