Role Overview
We are seeking an entrepreneurial Senior Manager of Enterprise Content Management to drive the next evolution of our global content management ecosystem. In this role, you’ll design and lead the strategy to deliver content systems and frameworks that increase our AI-driven experiences for Zendesk customers and within our internal teams. These systems will be responsible for collection, and curation of knowledge, as well as the updating of knowledge from feedback across the company.
You’ll operate at the center of content management for an improved customer experience, leading first with AI, —ensuring our knowledge architecture drives product adoption, reduces customer and internal friction and creates feedback loops for ongoing improvement.
Key Responsibilities
Build & Scale Content Systems
Architect, launch, and evolve an enterprise content management system tailored for a dynamic, product-led SaaS environment.
Drive knowledge system innovation that enhances product-led growth, reducing customer and agent effort through intelligent, accessible, and relevant content.
Lead the adoption of modern tools and methodologies enabling agile content development, rapid iteration, and analytics-driven improvement.
Lead & Develop a High-Impact Team
Build, coach, and inspire a top-tier team of content management professionals and knowledge architects.
Enable a fast-paced, collaborative culture that values experimentation, learning, and measurable business impact.
Advance Knowledge Frameworks for Increased Success
Establish robust frameworks for the creation, management, and governance of product knowledge—including documentation, in-product guidance, help content, and AI training data.
Define content lifecycle strategies that maximize self-service, drive product onboarding, and scale support across the customer journey.
Elevate Customer & Product Experience
Improve the end-to-end knowledge experience for both customers and internal stakeholders, with a relentless focus on reducing friction and increasing satisfaction.
Implement data-driven measurement and continuous optimization of knowledge assets, leveraging insights from product usage, CX, and support analytics.
Cross-Functional Collaboration
Partner closely with Product, PMM, Product Documentation, Instructional Design, Engineering, and Support to centralize ownership of content systems and enable seamless delivery.
Drive alignment on knowledge standards, workflows, and platform integration to ensure a consistent, high-quality content experience throughout Zendesk’s product portfolio.
Stay Ahead of the Curve
Identify and implement SaaS and industry best practices for enterprise knowledge management, including AI enablement and knowledge-centric product innovation.
Required Qualifications
5+ years in content, knowledge, or product management within high-growth SaaS or tech environments, with 2+ years leading teams.
Experience designing and operationalizing knowledge architectures for user-focused, product-led organizations.
Proven ability to build and manage high-performing teams in fast-paced, iterative environments.
Demonstrated success aligning content systems with product adoption, CX, and business growth outcomes.
Proven track record of partnering with Product Management, Engineering, CX, and Go-To-Market teams.
Analytics-driven; comfortable defining, tracking, and acting on KPIs tied to product and knowledge outcomes.
Exceptional communication, change management, and organizational influence skills.
Preferred Qualifications
Deep familiarity with user onboarding, product education, and in-app guidance for SaaS platforms.
Experience with AI/ML-powered content solutions and data-informed decision-making.
Advanced degree in a related field.
Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
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 [email protected] with your specific accommodation request.
Top Skills
What We Do
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. We advocate for digital first customer experiences— and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, co-working spaces, and Zendesk workspaces to make one team.
Why Work With Us
We know one desk doesn’t fit all. At Zendesk, we prioritize remote work because we believe great work happens anywhere. Digital first is more than where we work though. We give our employees flexibility and choice in both where and how they work while also trusting them to be a team player.
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