Senior Program Manager - Customer Analytics
Core
Lead large, cross-functional programs to build data foundations, measurement frameworks, and customer-facing analytics experiences (Explore / HyperArc) that demonstrate ROI and drive adoption of AI and automation products.
Role type
Senior Program Manager (Product Development)
Builds
Data foundations, measurement frameworks, customer-facing analytics experiences, and ROI dashboards for AI features.
Domain
SaaS / Customer Experience / AI & Automation
Deliverable
product features
Required skills
Strategic program leadership, cross-functional stakeholder management, roadmap definition, risk management, data-driven decision making, process improvement, executive communication, mentorship.
Preferred skills
Experience with multi-geo environments, expertise in AI instrumentation and experiment design.
Technologies
Zendesk Explore, HyperArc, Copilot, AI Agents, Guide/GenSearch
Responsibilities
Lead company-wide programs with broad impact; keep releases moving forward in a multi-geo environment; guide teams through quarterly planning and align dependencies; coordinate data, platform, and product workstreams; drive delivery of measurement and ROI frameworks; manage risks and escalations; establish and improve program processes; deliver stakeholder-facing artifacts; mentor other Program managers.
Seniority
Senior, hands-on IC with strategic oversight
