Zendesk is hiring a Senior Manager, Community Programs to manage key strategic programs and the day-to-day operations for the Zendesk Community team. This role will help the team achieve our goals to drive retention, growth, advocacy, and value realization across our user base.
What You'll Do
- Establish and operationalize a Super User program to recognize engagement, identify and nurture Super Users, and gain business insights.
- Build and manage the Community team roadmap, ensuring alignment with business goals, priorities, and KPIs.
- Share regular quarterly business reviews and readouts with key stakeholders.
- Provide managerial oversight for all community programming including content and event strategy, product feedback, user groups, and overall customer experience.
- Manage a team of Community specialists, developing competency models and managing capacity, resources, and portfolio.
- Partner with teams such as Marketing, Social, Product, and CX to amplify and promote community programs.
- Continuously improve and innovate community methodology, considering AI impacts.
- Measure and track overall impact of community programs, analyzing metrics and KPIs.
- Keep up with industry trends and bring insights into strategic initiatives.
What We're Looking For
- 5+ years experience in a strategic Community role, ideally in a B2B SaaS environment.
- 3+ years managing people; experience with remote and/or distributed team leadership is a plus.
- Fluency in written and spoken English.
- Excellent written and verbal communication skills; experience communicating across audiences and personas.
- Proven ability to build program/function roadmaps, create rigor in delivery, and measure success.
- Thrives in a global, cross-functional, collaborative work environment.
- Self-directed and highly motivated.
- Enjoys receiving feedback from customers; able to synthesize, identify trends, and develop actionable plans.
- Ability to handle multiple projects and quickly adapt to shifting priorities, demands, and timelines.
- Passionate about innovating in Customer Experience disciplines.
Nice to Have
- Experience with customer enablement, training, and certification programs.
- Hands-on experience with Zendesk’s product suite.
- Completion of community-specific trainings or certificates.
- Experience with web development languages, including basic HTML and CSS.
- Experience with basic UX design for web, including information architecture and SEO.
- Experience writing content that is easily localized for a global customer base.
- Business proficiency in Spanish, French, German, Portuguese, Italian, Simplified Chinese, Japanese, or Korean.
Team & Environment
You will manage a team of Community specialists and engagement managers. The team is part of the Digital CX organization.
Benefits & Compensation
- The US annualized base salary range for this position is $134,000.00-$202,000.00.
Work Mode
This role follows a hybrid work model.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace.
