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, expert human support, and premium services.
Role type
VP, Global Customer Experience & AI-Powered Support
Builds
AI-orchestrated support model, global technical support organization, Premier support business, knowledge operations infrastructure
Domain
SaaS, Enterprise Customer Support, AI/ML, Knowledge Operations
Deliverable
production ML models
Required skills
Enterprise SaaS leadership, Global multi-functional team leadership, Large-scale transformation, AI-powered support systems, Revenue-generating support business, Knowledge operations, Organizational transformation, Commercial and financial fluency, Executive-level influence, Zendesk platform familiarity
Preferred skills
AI and automation transformation, Monetized support business scaling, AI governance, Cloud/security/developer platforms, Bridging Product/Operations/CX
Technologies
Zendesk, AI-enabled support technologies, Analytics, Operational intelligence
Responsibilities
Drive autonomous resolution and AI quality frameworks, Lead 300+ person global advocate organization, Own strategy and P&L for Premier support, Build knowledge operations infrastructure, Partner with Product/Engineering/Sales/Finance for cross-functional alignment
Seniority
VP, Strategic Leadership