Senior Program Manager, IT

Job Description

About the Role:
Were looking for a strategic yet hands-on Senior Program Manager to join our growing Zendesk CIO - Program Management Office (PMO) to drive cross-functional programs and initiatives that create impact across the business. This role is ideal for someone who thrives at the intersection of technology and stakeholder engagementsomeone who can see the big picture communicate it clearly and still dive into the details when needed.

Youll partner with technical teams business stakeholders and vendors to deliver high-impact programs with a strong emphasis on SaaS platforms IT transformations and customer experience. Experience with M&A integration is a bonus.

What Youll Do:

• Drive end-to-end delivery of complex cross-functional IT initiatives aligned with business priorities

• Build strong relationships with internal stakeholders to align program goals scope and outcomes

• Translate business objectives into detailed program plans with clear timelines risks and resourcing

• Communicate program status and risks clearly to senior leadership and cross-functional stakeholders

• Design and implement repeatable processes that enable scalable program delivery and transparency

• Champion collaboration and accountability across virtual and geographically dispersed teams

• Roll up your sleeves when neededwhether its troubleshooting a JIRA workflow facilitating a roadmap session or diving into a project risk plan

What You Bring to the Role:

• 8 Years of experience in proven track record of setting up defining and driving large-scale technical programs in a fast-paced environment

• Ability to quickly get to the heart of a problem and mobilize the right people to solve it

• Extremely strong collaboration planning influencing prioritization and time management skillsespecially in global distributed environments

• Known for facilitating efficient productive meetings that people actually enjoy attending

• Strong communicator with a knack for distilling program goals and progress for senior leadership

• Experience with Agile and traditional methodologies and hands-on expertise with tools such as JIRA Confluence and Smartsheet

• Working knowledge of SaaS platforms and enterprise IT environments

• PMP and/or Agile certifications are a plus

• Bonus points for experience with leveraging AI to enable operational efficiencies

Why Youll Love It Here:

• Youll have a seat at the table in shaping IT strategy and delivery

• Youll be part of a collaborative customer-centric culture that values transparency ownership and impact

Where We Work

Zendesk is not your average tech company. We have all the stuff youd 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.

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 were 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 with your specific accommodation request.