Director of AI and Automation
Director of AI and Automation
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Job Description
Job Description
About the Role
At Zendesk we are reimagining the employee experience through AI-first thinking and intelligent automation. The Director of AI and Automation will lead this effortbalancing builder responsibilities (delivery experimentation technical roadmaps) with transformational leadership (vision setting evangelism and scaling impact across the enterprise).
This leader will be a people manager and practitioner: someone who can coach a growing team while also diving deep into design and delivery of automation workflow orchestration and AI agent capabilities.
What Youll Do
Strategy & Vision
Define and champion the AI and automation strategy for Employee Services and Core Operations with extensibility across Zendesk.
Translate business goals into a cohesive roadmap for workflow automation AI tooling and productivity improvements.
Act as a thought leader on how AI and automation can reshape employee experience and service delivery.
Operational Responsibilities
Supporting service and delivery teams with workflow automation AI tools and integrations to model best practices for digital employee experience.
Pilot and validate new AI capabilities from LLM-based agents to workflow orchestration patterns.
Create templates and reference architectures to accelerate adoption across domains.
Collaborate with ITSM Enterprise Platforms and EX Services teams to automate Tier 02 support and optimize employee-facing workflows.
Transformational Leadership
Drive employee AI adoption across Zendesk through evangelism enablement and training.
Establish governance success metrics and prioritization frameworks for automation use cases.
Build strong partnerships with Security Product Finance GTM and HR stakeholders to align initiatives with company KPIs.
Represent the team to senior leadership showcasing progress and outcomes tied to employee productivity and satisfaction.
Team Leadership & Growth
Recruit mentor and manage a team of solution architects and workflow automation engineers.
Inspire a culture of experimentation continuous improvement and cross-functional collaboration.
Set clear goals and accountability balancing rapid delivery with scalable long-term architecture.
What You Bring
10 years in IT engineering or automation with 5 years of leadership experience.
Proven track record of delivering enterprise-scale solutions in fast-paced environments.
Strong technical background with hands-on experience in workflow automation integration frameworks or AI/ML.
Strategic mindset: able to set long-term vision while executing short-term wins.
Strong people leadership and stakeholder management skills.
Excellent communication and influence skills with both technical and non-technical stakeholders.
Preferred Experience
Knowledge of ITSM and HR Operations in SaaS environments.
Experience with LLMs AI agents and enterprise automation platforms.
Background in driving automation adoption and governance in a global enterprise.
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.
Required Experience:
Director
Employment Type
Full-Time
