Job details
Salary range: $134,000.00-$202,000.00
Senior Manager - Job Summary
Lead and manage strategic community programs and daily operations for the Zendesk Community team to drive retention, growth, and advocacy among users.
Key Responsibilities
- Establish and operationalize a Super User program to engage and empower community members
- Build and manage the Community team roadmap aligned with business goals and KPIs
- Provide managerial oversight for community programming including content, events, product feedback, user groups, and overall customer engagement
- Manage a team of Community specialists, focusing on competency development and resource management
- Partner with Marketing, Social, Product, and CX teams to amplify community programs
- Continuously improve community methodology considering impacts of AI technologies
- Measure and analyze community program impact through metrics and KPIs
- Stay current with industry trends to bring insights into strategic initiatives
Requirements
- 5+ years experience in a strategic Community role, ideally in B2B SaaS
- 3+ years managing people, with remote/distributed team leadership as a plus
- Fluency in written and spoken English
- Excellent communication skills across audiences including executives
- Proven ability to build roadmaps, ensure rigorous delivery, and measure success
- Thrives in a global, cross-functional, collaborative environment
- Self-directed, motivated, and receptive to customer feedback
- Ability to manage multiple projects and adapt to shifting priorities
- Passion for innovation in Customer Experience
Additional information about the company collected by GoodWord
About Zendesk
siteZendesk provides software that powers billions of customer service conversations, aiming to bring calm to customer experience. It values diversity, equity, inclusion, and offers a hybrid work environment.
What Our Employees Say
- Zendesk offers a collaborative and inclusive company culture that values employees' voices and encourages innovation. (jobs.zendesk.com)
- The company provides excellent benefits, including wellness programs, flexible work options, and generous parental leave. (jobs.zendesk.com)
- Zendesk focuses on career development with resources for learning, mentorship, and growth opportunities. (www.glassdoor.com)
Challenges You Might Face
- Some employees report that the company has frequent organizational changes and restructuring, which can lead to uncertainty. (www.glassdoor.com)
- As the company grows, there can be increased workload and pressure to deliver results quickly. (www.indeed.com)
- Decision-making processes can be slow due to a large company structure and cross-functional dependencies. (www.glassdoor.com)