Manager

• Develop and own the strategic roadmap for the Zendesk platform, aligning it with business goals to enhance customer experience and agent efficiency
• Lead end-to-end planning and execution of migrations or major Zendesk transformations (discovery, design, data migration, launch)
• Act as primary liaison between customer support, engineering, product, and stakeholders; translate support needs into technical requirements
• Partner with support leadership to identify and implement process improvements using Zendesk capabilities (automation, AI, QA, analytics)
• Collaborate with engineering to ensure scalable, reliable Zendesk implementation and seamless integrations; advise on API usage and custom app development
• Lead and mentor a team of Zendesk administrators, developers, and analysts to foster continuous improvement and professional growth

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