Zendesk is hiring a Program Management Specialist to serve as a Partner Transformation Experience Manager. You will be the architect of change, responsible for reimagining how Zendesk partners interact with the company as they transition into the AI era. Your core mission is to design and execute a seamless end-to-end transformation journey for partners.
What You'll Do
- Analyze the current partner lifecycle to identify pain points and design a frictionless 'To-Be' experience that accelerates partner time-to-value.
- Lead cross-functional initiatives to modernize the partner ecosystem by deploying AI-driven tools that streamline internal workflows.
- Act as the primary bridge between Partner Success, Product, and Marketing to ensure a unified voice and consistent experience across all partner touchpoints.
- Lead the rollout of new tools, processes, and programs, ensuring partners feel supported and empowered.
- Establish KPIs to measure the health of the partner experience and use feedback loops and behavioral data to iterate on the transformation strategy.
- Serve as the 'Voice of the Partner' internally, ensuring that partner experience is a top consideration in every corporate initiative.
What We're Looking For
- 3+ years in Partner Experience, Channel Management, CX Strategy, or Digital Transformation.
- Familiarity with the SaaS ecosystem and a solid understanding of AI/ML applications in customer service.
- Proficiency in journey mapping software, CRM tools (Zendesk, Salesforce), and change management frameworks.
- Bachelor’s degree in Business, Communications, or a related field.
Nice to Have
- MBA preferred.
Technical Stack
- Journey mapping software
- CRM tools (Zendesk, Salesforce)
Team & Environment
You will join the Partner Experience team, reporting to the Director of Partner Experience.
Work Mode
This role operates on a hybrid work model.
Zendesk is an equal opportunity employer, and we’re 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.
