Principal Program Manager

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We are looking for a dynamic, business-focused Principal Program Manager to join our growing Corporate Program Management Office (CPMO) to drive transformation programs aimed at delivering company strategy for Zendesk.

This role works with leaders and teams from across the company to execute on transformation initiatives. You will interface with leadership from Sales, Marketing, CX, Product and G&A functions to ensure appropriate alignment with and support for transformation goals and objectives. You will bring structure to managing the full lifecycle of complex programs from requirements gathering and program definition, to design and implementation, and operational excellence. The role will improve alignment between corporate strategies, organization objectives, and execution teams.

• Partner closely with leadership to translate corporate strategies into execution-ready programs and initiatives, then drive cross-functional execution teams to deliver on those objectives.
• Drive several company-wide, cross-geo programs at a time, ensuring clear, proactive communication and follow-up with stakeholders to meet deadlines.
• Bring structure to sometimes ambiguous visions and craft programs to bring them to life.
• Design and build streamlined and optimized processes and work with teams on areas requiring significant change management in a way that minimizes disruption.
• Set up appropriate communications infrastructure for program execution and executive-level engagement.
• Identify and track key milestones from program inception to program retrospective; anticipate areas of risk and proactively mitigate them.
• Cultivate a culture of openness and transparency to increase the likelihood of program success.
• Lead by influence rather than authority to build trust across the organization.
• Positively impact the effectiveness and efficiency of program team members by sharing your experiences and contributing to the continuous improvement of our methodology.
• This role would be expected to work from the Zendesk Mexico City office at least 2day/week, with up to 3days remote/flexible. Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

• Proven track record of driving several large-scale, complex programs, including Sales, CX and GTM (Go-to-Market) initiatives.
• Minimum of 8 years in a Sr. Program Manager role within a fast-paced SaaS environment or management consulting focused business integration, and transformation efforts.
• Experience working with and supporting operations teams and managing programs that impact large employee groups.
• Demonstrated success working across diverse teams and geographies, with the ability to synthesize what may appear to be competing priorities.
• Serves as an invaluable business partner to the teams you support with a diverse skill set that spans, business operations, process design and improvement, data/analytics, and program management.
• Able to distill complex, multi-faceted topics into an organized, structured approach and mobilize the right people to execute.
• Extremely strong collaboration, planning, influencing, prioritization, and time management skills.
• Ability to tailor your approach and those of the Corporate PMO to meet the needs of Zendesk teams.
• Ability to follow and positively influence Corporate PMO methodology and best practices.
• Experience with Atlassian toolset (JIRA, Confluence), Smartsheet, and/or process mapping software (Lucidchart) a plus.
• PMP and/or Prosci Change Management certifications a plus.

Being digital first doesnât mean weâre digital only. 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 Mexico City office on a weekly basis for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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.

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.

About Zendesk - Champions of Customer Service

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. We advocate for digital first customer experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre 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.