Senior Director, AI Reporting & Analytics

Job Description

Zendesk is seeking a Senior Director of Product for AI Reporting and Analytics. At Zendesk, we put the customer and intelligence at the center of everything we do. To demonstrate the value of the leading edge AI-enabled features we’re delivering to customers, it all starts with data.

We’re looking for a strong, single-threaded Product leader who will own reporting and analytics for all things AI. This role will be responsible for both customer-facing and internal analytics for our full suite of AI-enabled products, including but not limited to: AI Agents (autonomous), Agent Copilot, Advanced AI features, and QA. As a Senior Director of Product, you will lead and develop a world class team of technology specialists in product management, data engineering, analytics, data science, and business intelligence. At Zendesk, our mission is to deliver exceptional service for every person on the planet, and at the heart of this mission is our belief that the customer is always human. 

What you get to do every day:

• Design, build, and deliver best-in-class reporting and analytics solutions for our AI product offering, to both external (Zendesk customers) and internal (Zendesk business partners) stakeholders 

• Lead a cross-functional Product Development team that is singly focused on AI Reporting and Analytics

• Collaborate with internal feature development teams (data producers) to ensure we have the right level of instrumentation, product usage data, and understanding of the customer use cases and reporting requirements for AI

• Work with Program Management and Engineering leads to set and meet delivery timelines and expectations

• Partner closely with our customer success, customer support, sales, GTM, legal, security, and compliance teams to bring a customer-focused approach to AI Reporting and Analytics

• Work with Finance to deliver customer value in line with our business and financial goals and strategy

What you bring to the role:

• You are an established and accomplished product leader with SaaS product development experience, delivering scalable business intelligence and/or analytics solutions to a large number of customers across different industries and market segments

• 10+ years of proven experience in product management within high paced, agile software development environments

• 3+ years of experience as a senior, director-level product leader

• Strong technical knowledge of business intelligence and reporting systems, including OLAP and customer-facing visualization solutions. At least 5 years of experience.

• Ability to influence, plan, and work across geographic and organizational boundaries

• Flexibility to travel globally, as-needed

• Excellent verbal and written communication skills

• Experience working with and communicating directly to executive leadership

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.

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.