Senior Program Manager - Customer Analytics

Job Description

Job Title: Senior Program Manager, Product Development - Unified Customer Analytics

An industry-leading tech company

At Zendesk, we get passionate about building software that delivers the ultimate customer experience. Your favorite brands maximize our products to engage you as a customer, and we lead the industry with beautifully simple software. We’re constantly innovating, and we apply this philosophy to all prioritized initiatives.

Job Summary

As a Senior Program Manager on our Product Development team, you’ll work with Product Management, Engineering, UX, and other stakeholders to define and execute the roadmap and lead large, cross-functional programs that build the data foundations, measurement frameworks, and customer-facing analytics experiences (Explore / HyperArc) required to demonstrate ROI and drive adoption of Zendesk’s AI and automation products. Additionally, you will leverage your expertise in data-driven decision making and strategic program leadership to enhance decision-making processes and improve program outcomes.

What You’ll Be Doing

• Lead company-wide programs with broad impact, liaising with Product Development teams and teams outside of Product Development including Product Marketing, Enterprise Data & Analytics, Legal, Finance and Go-to-Market. You’ll keep releases moving forward in a multi-geo environment, focusing on key achievements to bring new products and services to market.

• Guide your teams through our quarterly planning process, helping to build out roadmaps, align dependencies, broker commitments from other teams, and resolve multi-functional landmarks.

• Coordinate data, platform, and product workstreams and ensure teams deliver datasets and telemetry needed for reporting. Drive delivery of measurement and ROI frameworks for AI features (Copilot, AI Agents, Guide/GenSearch), including instrumentation, experiment design support, and customer-facing ROI dashboards.

• Manage risks, dependencies, and escalations across teams; keep senior leadership informed with concise executive updates.

• Establish and improve program processes (RACI, dependency maps, risk registers, data ops readiness), and iterate to increase predictability and delivery velocity.

• Deliver stakeholder-facing artifacts: executive steering notes, prioritized plans, adoption playbooks, and handoffs to GTM and Customer Success for scaled enablement.

• Mentor/coach other Program managers on analytics program best practices and data-driven outcome measurement.

• Own regular status reporting for your teams.

• Build positive relationships with your team members and partners.

• Devote effort towards making our processes simpler, clearer, and
  better every day.
   

What You Bring to the Role

• Proven experience leading large, multi-team technical programs (multi-quarter, multi-region) in a SaaS environment.

• Demonstrated ability to define and track measurable outcomes (adoption, retention, ROI, support cost reduction) and connect program work to business impact.

• Excellent stakeholder management and communications skills — able to influence senior leaders and align distributed teams without direct authority.

• Practical experience with program tools and practices (JIRA/Confluence or equivalent, OKR-driven planning, RACI, dependency mapping) and with Agile / hybrid delivery models.

• Collaborative, empathetic leadership style focused on team health and inclusive decision-making.

• Experience working with globally distributed teams and working across multiple global programs simultaneously.

• Preferred, Strong background in product analytics, data platform programs, or analytics product delivery — comfortable discussing Snowflake, data pipelines, data models and BI/visualization
  trade-offs.
   

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 learn more about you!.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

EEO Statement

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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.

The Poland annualized base salary range for this position is zł252,000.00-zł378,000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position, the actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors. This position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.

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.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 peopleandplaces@zendesk.com with your specific accommodation request.