Director, Employee Experience Systems

Job Description

Zendesk is looking for a passionate Director, IT Operations to lead our Employee Experience Systems Teams. The role is available from two locations: Kraków, Poland or Pune, India.

What you'll be doing

• Develop & execute a Digital Employee Experience Assessment, Strategy, and 3 year plan

• Recruit, onboard and develop talented IT Professionals and third party providers.

• Grow and mature the team so that they can undertake and support & deliver applications end-to-end..

• Create mechanisms and processes for onboarding and offboarding of business systems for your services.

• Conduct monthly and quarterly business partner alignment forums, in conjunction with CIO leadership  to further mature our business relationships and expand the scope of service. 

• As ambassador for IT to our staff at Zendesk you will continue to build the brand of ‘Best in class IT at scale’ while delivering incredible customer service

• Help Manage the smooth running of all IT systems, including many cloud-based applications and local hardware policies

• Develop relevant metrics, dashboards and processes to become a data driven organization.

• Maintain currency, expertise and competency of relevant products, policies, and methods for support delivery

• Maintain a sense of humor while working in a fast-paced dynamic team

What you bring to the role

• Passionate about cloud tools and curious about continuously learning how to manage those in an enterprise environment

• 10+ years in IT, 6+ years in management with at least 2+ years managing managers/sr manager

• Ability to travel 10-20%

• Ability to work flexible hours to connect with peers and partners around the globe 10% of the time:

• Able lead the team to meet deliverables and drive work to completion within specified timelines

• Collaborative, upbeat work ethic where you can take ownership and have fun

Preferred Qualifications:

• Passionate about the Digital Employee Experience - constantly looking for ways to minimize friction and maximize experience

• Superior leadership skills with proven ability to effectively manage and develop a diverse team of people, and facilitate effective cross-cultural business interaction

• Experience with and leading maturity application support & delivery for applications in the Employee Experience realm. These include Legal, Content, Collaboration, & Office Productivity applications. 

• Experience supporting internal customers

• Natural problem solver who enjoys identifying ways to make your team and customers lives better

• Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames

• Thoughtful decision making skills with a knack for identifying, prioritizing, and articulating the highest impact initiatives

• Work with colleagues & Senior leaders to deliver ideas and solutions to many audiences including your team and C-Staff

#LI-MJ1

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

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. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.