Program Management Specialist

Job Description

Partner Transformation Experience Manager

As Zendesk continues to lead the AI revolution in customer service we are looking for a Partner Transformation Experience Manager to join our Partner Experience team.

This is not a traditional business-as-usual role. You will be the architect of change responsible for reimagining how our partners interact with Zendesk as they transition into the AI era. Your goal is to simplify the complex remove friction from the partner journey and ensure our ecosystem is equipped to deliver extraordinary customer outcomes.

The Role at a Glance

• Department: Partner Experience

• Reports to: Director of Partner Experience

• Core Mission: To design and execute a seamless end-to-end transformation journey for Zendesk partners focusing on AI adoption and operational excellence.

Key Responsibilities

• Journey Mapping & Design: Analyze the current partner lifecycle to identify pain points and moments of truth. Design a frictionless To-Be experience that accelerates partner time-to-value.

• AI Adoption Strategy: Lead cross-functional initiatives to modernize the partner ecosystem by deploying AI-driven tools that streamline internal workflows and deliver a world-class frictionless experience for our global partners.

• Cross-Functional Orchestration: Act as the primary bridge between Partner Success Product and Marketing to ensure a unified voice and consistent experience across all partner touchpoints.

• Change Management: Lead the rollout of new tools processes and programs ensuring partners feel supported and empowered rather than overwhelmed.

• Data-Driven Optimization: Establish KPIs to measure the health of the partner experience. Use feedback loops (NPS/CSAT) and behavioral data to iterate on the transformation strategy.

• Advocacy: Serve as the Voice of the Partner internally ensuring that partner experience is a top consideration in every corporate initiative.

Who You Are

• A Change Agent: You dont just manage projects; you lead transformations. You are comfortable with ambiguity and thrive in fast-paced environments.

• Customer-Centric (Partner-Obsessed): You have a deep empathy for the challenges partners face and a relentless drive to solve them.

• Strategically Minded Tactically Grounded: You can see the big picture of a $500M partner ecosystem but arent afraid to dive into the weeds of a workflow process.

• Excellent Communicator: You can distill complex technical shifts (like AI implementation) into clear actionable and inspiring narratives.

Qualifications

• Experience: 3 years in Partner Experience Channel Management CX Strategy or Digital Transformation.

• Domain Knowledge: Familiarity with the SaaS ecosystem and a solid understanding of AI/ML applications in customer service.

• Skills: Proficiency in journey mapping software CRM tools (Zendesk Salesforce) and change management frameworks.

• Education: Bachelors degree in Business Communications or a related field (MBA preferred).

Why Zendesk We believe that the future of CX is AI-powered and our partners are the engine that will get us this role you wont just be watching the industry changeyoull be the one holding the steering wheel.

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.