Zendesk is looking for a passionate Director to lead our Employee Experience Systems Teams. The role is available from two locations: Kraków, Poland or Pune, India.
What you'll be doingDevelop & 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
10+ years in IT Application Management, 6+ years in management with at least 2+ years managing managers/sr manager.
Experience in application support and delivery for Digital Employee Experience applications, including Legal, Content, Collaboration, and Office Productivity tools. Ideally, you and your teams have supported platforms such as Google Workspace, Slack, Zoom, Atlassian, or comparable alternatives.
Proven experience managing software vendors, including contract negotiations, monitoring vendor performance against KPIs and SLAs, and collaborating with them to introduce new features within the organization.
Experience driving feature adoption, eliminating redundant features, rationalizing applications, and integrating tools within the application stack.
Manage the migration of new businesses acquired through M&A onto the application stack, including the deprecation of their legacy systems.
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
Passionate about the Digital Employee Experience - constantly looking for ways to minimize friction and maximize experience.
Passionate about cloud tools and curious about continuously learning how to manage those in an enterprise environment
Collaborate closely with peers in the IT Global Service Desk to support routine service requests for applications within the stack.
Superior leadership skills with proven ability to effectively manage and develop a diverse team of people, and facilitate effective cross-cultural business interaction
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
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.
