Vice President, Global Customer Experience & AI-Powered Support
Core
Lead Zendesk's global customer support organization to define the future of AI-powered customer experience, combining intelligent automation with expert human support to deliver exceptional outcomes and establish industry benchmarks.
Role type
VP of Global Customer Experience & AI-Powered Support
Builds
AI-orchestrated support model, global advocate organization, monetized Premier support business, knowledge operations infrastructure
Domain
SaaS, Enterprise Customer Support, AI/ML, Knowledge Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Global enterprise support leadership, AI-powered support system optimization, P&L management, organizational transformation, commercial strategy, knowledge operations, cross-functional executive influence, predictive analytics
Preferred skills
AI governance, service transformation at scale, premium support business scaling, complex technical support ecosystems, bridging product and operations
Technologies
Zendesk, AI-enabled support technologies, operational intelligence platforms
Responsibilities
Drive autonomous resolution and AI quality frameworks; lead 300+ person global support team; own strategy and P&L for Premier support business; build knowledge operations infrastructure; partner with Product/Engineering to inform AI roadmap; establish cross-functional operating models
Seniority
VP, strategic leadership & organizational transformation
