Senior Director, Enterprise Transformation & Process Excellence

Job Description

Senior Director, Enterprise Transformation & Process Excellence

Reports To: Chief Transformation Officer

Position Overview

Zendesk is seeking an accomplished and strategic Senior Director to spearhead Operational Process Excellence and Enterprise Transformation initiatives, scaling and fortifying the operational backbone of the world’s leading customer experience company. This senior leadership role requires a forward-thinking, innovative leader who actively incorporates AI, automation, and advanced digital technologies into process re-engineering and enterprise transformation programs, driving a profound shift in how Zendesk operates.

You will be a key thought partner to executive leadership—co-owning transformation initiatives and their outcomes—driving sustainable, data-driven change that accelerates business value, unlocks new efficiencies, and radically reimagines core business processes across Marketing, GTM, IT, CX, and G&A functions. This role blends strategic vision, operational discipline, AI-enabled innovation, portfolio management expertise, and deep business process knowledge with strong leadership and organizational influence to define the future of transformation at Zendesk.

Key Responsibilities

Strategic Planning & Innovation

• Architect and lead the development of analytical frameworks and advanced insights models that enable data-driven, anticipatory strategic decision-making across enterprise functions.

• Drive thought leadership in embedding automation within business rhythms (planning cycles, OKRs, resource allocation), enabling intelligent, adaptive organizational planning.

Enterprise Transformation & AI-Driven Process Re-Engineering

• Lead the end-to-end design and implementation of large-scale transformation programs featuring AI, ML, and automation technologies to radically re-engineer and optimize operational processes.

• Innovate and reimagine processes leveraging cutting-edge AI tools, automation platforms, and digital solutions, continuously elevating process performance and customer impact.

• Partner closely with GTM, CX, Support, Marketing, IT, and other functions to embed intelligent automation and AI capability, enabling scalable and sustainable operational excellence.

• Act as a trusted advisor and co-owner of transformation initiatives and outcomes, collaborating with senior leaders to design AI-driven solutions that address complex business challenges and accelerate growth.

Cross-Functional Collaboration & Influential Thought Leadership

• Foster enterprise-wide alignment through proactive cross-functional collaboration focused on business model innovation, workforce strategy reimagination, and future-proof organizational design.

• Lead the development of standardized frameworks and tools that increase transparency, agility, and real-time alignment across business units.

• Serve as a thought leader and ambassador for AI’s strategic role in enterprise transformation, regularly engaging with executive leadership and key stakeholders to influence vision and investment priorities.

Data, Metrics, AI-Enhanced Reporting & Insights

• Oversee the integration and use of AI and advanced analytics to enhance data synthesis, predictive insights, and hypothesis testing to support agile, evidence-based decisions.

• Own executive reporting and AI-powered dashboards that provide real-time visibility into transformation KPIs, risks, and outcomes, driving continuous improvement.

• Define new KPIs and success metrics that capture AI and automation impact on business performance, quality, and customer satisfaction.

People Leadership & Culture of Innovation

• Build, nurture, and lead a high-performing, innovation-driven team with deep expertise in AI, automation, process excellence, and change management. Work in a matrix organization to coach and develop talent

• Develop team capabilities through continuous learning and experimentation with emerging AI technologies and process automation tools.

• Foster a culture of accountability, innovation, agility, and empowerment that embraces transformation as a core organizational capability.

Communications & Adaptive Change Management

• Establish dynamic cadences and forums for transparent, AI-informed program reviews that surface challenges early and facilitate agile course-correction.

• Lead strategic change management efforts institutionalizing AI and automation adoption across the enterprise, creating lasting behavioral and cultural shifts aligned to transformation goals.

Required Qualifications & Experience

• 15+ years progressive leadership experience in enterprise transformation, operational excellence, business operations or technology-driven process innovation — preferably in SaaS, technology, or customer experience sectors.

• Expertise or knowledge in leading AI/ML-powered process re-engineering, automation programs, and complex enterprise-wide transformations that delivered measurable business impact.

• Deep knowledge of GTM, IT, CX, and Revenue Operations

• Strong portfolio and program management skills with experience owning outcomes jointly with senior stakeholders, balancing P&L considerations and ROI-driven prioritization.

• Demonstrated ability to serve as a high-impact thought leader, influencing executive teams and fostering consensus across cross-functional groups.

• Exceptional communication, strategic thinking, and analytical skills with the ability to process excellence concepts into tangible business value.

• Experience managing and developing diverse teams with a focus on building automation expertise, fostering innovation, and scaling transformation capabilities.

Key Skills & Competencies

• Strategic Vision & Innovation: Champions AI-driven reimagination of processes and enterprise strategy aligned to emerging technology trends.

• Operational Excellence: Applies advanced analytics, automation, and redesign workflows, enhance quality, and drive superior customer experiences.

• Transformational Leadership: Inspires cross-functional alignment and acts as a co-owner of outcomes in a complex matrix organization.

• Data & Insights Mastery: Leverages AI-enhanced metrics and predictive analytics for continuous improvement and decision agility.

• Change Leadership & Culture Building: Drives adoption of new technologies and ways of working, embedding a culture of innovation and agility enterprise-wide.

• Technological Savvy: Good understanding of AI/ML, SaaS platforms, automation tools (RPA, Intelligent Process Automation), and digital transformation best practices.

• Financial Acumen: Expertise in linking investment and transformation initiatives to measurable ROI and business performance improvements.

• People Development: Builds and mentors diverse teams emphasizing growth in AI competencies, innovation mindset, and operational excellence.

The US annualized base salary range for this position is $241,000.00-$361,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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 [email protected] with your specific accommodation request.