RVP, BPO & Managed Services Partnerships

Job Description

RVP BPO & Managed Services Partnerships

About Us
We are a category-defining AI leader in Customer Servicerecognized as the#1 platform for AI-powered CX transformation. Our technology delivers unmatched automation intelligence and agent productivity empowering the worlds most innovative brands to modernize their service operations. As companies race to adopt AI at scale we are at the forefrontshaping the future of digital service with enterprise-grade AI that is trusted proven and globally deployed.

About the Role

We are seeking a Head of Partner GTM Managed Service Partnerships role to accelerate our growth ecosystem across Global System Integrators BPOs and Managed Service this role you will fundamentally reshape how service providers bring AI to market in a rapidly evolving Contact Center as a Service and Services as a Software (SasS) market.

You will lead a business development team of partner GTM specialists and solution consultants and own the portfolio responsibility to build our BPO strategy through execution including development of joint offerings pipeline creation and services innovation. Your mandate is to position our AI platform as the core engine of partner-led digital transformation enabling partners to pivot from labor-based models to tech-enabled outcome models. You will collaborate closely with Product Sales Partner sales Marketing and the CTO Office to shape Service providers to ignite scaled partner influence for ecosystem impact.

Key Responsibilities

• Partner GTM Ecosystem Design:

  • Define the global partner SP/BPO strategy aligned to Zendesks GTM positioning and AI roadmap.

  • Develop and execute a multi-year partnership strategy that prioritizes high-value GSI and BPO partners capable of delivering complex AI transformation and align to Zendesks core industries

  • Translate product and platform strategy into repeatable partner plays (who to target what to sell how to win how to deliver).

  • Build a partner segmentation model across GSIs/SIs BPO/outsourcers resellers/referral partners and technology/ISVseach with distinct motions and success metrics.

People Leadership & Team Development:

• Lead mentor and inspire a high-performing global team of SP/BPO Specialist and Solution Consultants fostering a culture of accountability innovation and continuous learning.

• Own organizational design and resource allocation to ensure the team is optimally structured to achieve partner sourced revenue and strategic goals.

• Manage team performance professional development and career growth ensuring alignment with the overall company vision and partnership strategy.

• Community and Practice Building Enablement:

  • Build an executive community of senior leaders Partner Board across top strategic partners that will help guide Zendesks GTM strategy and gain their executive sponsorship for Zendesk led AI transformation initiatives within their respective organizations.

  • Work with partner sales technical teams and partner enablement teams to build Centers of Excellence around Zendesks Resolution Platform. Ensure partners have the certified capacity to implement and manage our solution independently.

  • Work with the partner enablement team to standardize delivery patterns across SI/SP/BPO partners that accelerate time-to-value and adoption.

  • Establish quality and repeatability: reference architectures implementation packages deployment accelerators and outcome-based success plans.

• Commercial Innovation:

  • Help partners evolve their business models. Guide them on how to monetize AI automation and outcomes moving beyond traditional headcount-based pricing to create profitable high-margin joint offerings.

  • Create how we win together playbooks with the Partner Experience team: qualification messaging competitive positioning and escalation paths for SI/SP/BPO partner types.

  • Partner with product/solution marketing to create vertical and use-case narratives that partners can take to market quickly.

  • Partner with product/solution marketing to create industry-specific and vertical narratives that partners can take to market quickly leveraging their deep industry knowledge to develop and sell tailored solutions.

  • Collaborate with partner sales managers to develop clear and actionable GTM plans that deliver partner sourced pipeline.

• Pipeline & Revenue Generation:

  • Carry a partner-sourced revenue target assigned to targeted accounts

  • Drive sell-with and sell-through motions mapping partner accounts to our direct sales team to uncover net-new opportunities in partnership with RVP/PSE team

  • Build the co-sell engine: Work with PSE to create account mapping joint pipeline generation deal registration governance joint pursuit teams and QBR cadence with strategic partners.

• Executive Governance:

  • Own the rhythm of business with partner leadership for targeted accounts (QBRs C-level interlocks) to ensure strategic alignment and resolve commercial friction.

• Cross-Functional Orchestration:

  • Act as the bridge between partners and our internal teams (Product Engineering Sales). Synthesize partner feedback to influence our product roadmap and serviceability features.

What Youll Bring
We are looking for a high-velocity entrepreneurial builder who thrives at the intersection of partnerships AI and services transformation.

• Experience: 15 years in SaaS Alliances Business Development or Partner Sales with at least 5 years focused specifically on the BPO/GSI ecosystem (e.g. Accenture Teleperformance Concentrix TTEC Deloitte Indian SIs).

• The Pivot Mindset: You understand the economics of the BPO P&L. You have a track record of helping services firms transition from labor-heavy models to tech-enabled managed services.

• Technical Fluency: You possess strong technical aptitude in AI automation and modern CX architectures. You can confidently discuss APIs LLM workflows and solution design with Partner CTOs and Practice Leads.

• Builder DNA: You create clarity from ambiguity. You have developed frameworks joint value propositions and GTM programs from 01. Proven history building repeatable GTM plays and scaling co-sell with GSIs/SI/BPO/SP

• Executive Presence: You have the gravitas to negotiate with Partner VPs and C-Suite executives capable of representing our company in industry forums and events.

• Operational Rigor: Strong command of Salesforce/PRM forecast management and data-driven decision-making.

• Strong cross-functional leadership across Sales Product Marketing Services.

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 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.