Job Description

Job Summary:

The Sr. Director of Scaled Marketing, Analytics, and Operations will be a key strategic leader responsible for driving growth through scalable marketing programs, data-driven decision-making, and operational excellence across the Product-Led Growth (PLG) and Online Self-Service Business Unit. This role will oversee analytics, operations, and scaled marketing efforts, including Performance Marketing, SEO, Website Optimization, Product, and the Startups Program. As part of the Online Business leadership team, you will play a crucial role in building and scaling programs to drive acquisition, adoption, retention, and expansion.

Key Responsibilities:

Scaled Marketing Strategy & Execution:

Develop and execute a scalable marketing strategy focused on automated, data-driven campaigns that drive product adoption and lifecycle engagement.
Partner with Product, Lifecycle Marketing, and CX teams to design and implement scalable marketing programs that support customer acquisition, onboarding, and expansion across the self-service and PLG motions.
Oversee scaled programs, including in-product messaging, email marketing, webinars, content syndication, and other self-service initiatives to ensure a cohesive and impactful customer journey.
Collaborate with the Startups team to leverage scaled marketing strategies that support growth and brand affinity in startup segments.

Analytics & Insights:

Lead analytics efforts to provide actionable insights on customer behavior, marketing performance, and product usage to inform strategies for trial, onboarding, adoption, and expansion.
Drive performance measurement and reporting across Scaled Marketing, Performance Marketing, SEO, Website Optimization, and Startups Programs to ensure alignment with business goals.
Partner with cross-functional leaders to ensure that data-driven insights inform decisions and processes are optimized for scalability and growth.
Build centralized dashboards and reporting tools to provide a holistic view of scaled marketing and PLG activities, ensuring real-time insights across customer segments.

Operational Excellence:

Lead end-to-end operations, including forecasting, reporting, and process improvements to enhance efficiency across scaled marketing and analytics functions.
Establish and maintain KPIs and performance metrics to monitor outcomes, track progress, and inform continuous improvements across the customer journey.
Oversee optimization of operational processes, ensuring seamless execution of scalable marketing programs and digital marketing efforts.
Collaborate with cross-functional teams, including Finance, Product, and IT, to drive alignment on priorities and execution across business initiatives.

Leadership & Team Development:

Build and lead a high-performing team of analytics, operations, and scaled marketing professionals, fostering a culture of collaboration, innovation, and continuous improvement.
Mentor and develop team members to ensure they deliver impactful insights and drive operational improvements.
Champion a data-driven culture across the organization, empowering teams to make informed decisions that enhance customer experience and business outcomes.

Qualifications:

10+ years of experience in scaled marketing, analytics, or business operations, with at least 5 years in a senior leadership capacity.
Strong expertise in Product-Led Growth (PLG), SaaS, and self-service models, with a proven track record of driving growth through scalable marketing and operational excellence.
Experience leading analytics and operations in scaled marketing environments, including Performance Marketing, SEO, Website Analytics, and in-product marketing.
Demonstrated ability to drive strategy through data, including building forecasts, identifying trends, and developing actionable insights.
Proven success in managing cross-functional teams, large-scale operations, and complex business processes.
Exceptional leadership, communication, and interpersonal skills, with the ability to influence stakeholders at all levels of the organization.
Expertise with data and analytics tools, including Tableau, SQL, Salesforce, and other business intelligence platforms.
Strong business acumen, analytical mindset, and a focus on delivering results.

About Zendesk:
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.

At Zendesk, we believe that great customer experiences should be easy to try, buy, use, and grow with. We’re on a mission to help businesses deliver the best support possible with a focus on simplicity, scalability, and impact. As a global leader in customer support software, we are transforming how businesses engage with their customers.

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The US annualized base salary range for this position is $211,000.00-$317,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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 peopleandplaces@zendesk.com with your specific accommodation request.