Senior Director of Customer Experience Programs - Remote

Overview

The Senior Director of Customer Experience Programs at Zendesk will lead initiatives to enhance customer satisfaction and drive platform adoption, ensuring value realization for customers.

In Short

• Lead the CX programs team focused on customer obsession.
• Ensure effective delivery of value-driven services.
• Develop frameworks for customer success and growth.
• Collaborate with cross-functional teams to improve customer health.
• Track and report on CX transformation initiatives.
• Run global and regional CX delivery excellence programs.
• Assess and align CX programs with Zendesk strategy.
• Prepare CX programs for IPO.
• Implement best practices in CX service delivery.
• Foster a culture of inclusion and diversity.

Requirements

• 15+ years in CX delivery, preferably in leadership roles.
• Experience in enterprise technology/SaaS organizations.
• Expertise in customer success concepts and principles.
• Proven track record in complex, multi-product environments.
• Strong financial acumen and quantitative analysis skills.
• Excellent interpersonal and influencing skills.
• Ability to learn new technologies and link them to business value.
• Bachelor's degree in relevant fields; Master's preferred.

Benefits

• Competitive salary with potential bonuses.
• Flexible hybrid working model.
• Inclusive workplace culture.
• Opportunities for professional development.
• Comprehensive benefits package.