Principal, M&A Change Management

The Principal, M&A Change Management, as a member of the Corp Dev team, will lead change management programs for acquisitions that thoughtfully support our acquired businesses through change to accelerate their connection, productivity, and performance at Zendesk. Additionally, the role will contribute to the advancement of Zendesk's M&A change management capability for integration programs through continuous improvement and innovation.

We are looking for someone who has a passion for tuning into unique cultures, needs, and sentiments of impacted stakeholders. This role will listen to stakeholders across Zendesk and the acquired team, with compassion, and turn those insights into action. You will guide others in adapting to unknowns, challenges, limitations, and setbacks. You will establish and build close working relationships, showcasing personal credibility and counseling skills.

• Manage the change management workstream and coordinate across a large team of partners (including Zendesk functional organizations and acquired teams) to drive change management planning including establishing roles and responsibilities, leading workstream meetings, documenting decisions & driving actions, and status reporting.
• Represent Zendesk culture to the acquired team, acting as the face of the integration journey, and bringing the team along as they transition from their acquired team culture to that of a larger organization
• In partnership with People & Places (HR), conduct discovery of an acquired company's culture in comparison with Zendesk's and expected change impacts to inform integration and change management approach
• In partnership with functional organizations, deliver tailored and thoughtful onboarding, enablement and communications to support accelerated connection, productivity, and performance at Zendesk. Includes shaping and executing communications and onboarding programs and events to introduce essential processes and tools and drive cultural acclimation.
• Establish and manage feedback mechanisms to monitor sentiment, feedback, and change adoption from acquired employees through surveys, adoption metrics, and/or change networks
• Refine engagement models with other Zendesk functional organizations to activate and accelerate deep change ownership in the stakeholders most influential to the acquired employee's experience.
• Build repeatable approaches, tools, and templates to accelerate change management activities

• 7-10 years of experience in change management, management consulting, M&A integration management, leadership development, communications, HR, or corporate development
• Proficiency in change management principles, methodologies, tools and innovative, and best practices
• Proven track record of managing enterprise-wide, transformational, and multidisciplinary change initiatives
• Demonstrated success working across diverse teams and geographies, with the ability to synthesize what may appear to be competing priorities.
• Strong understanding of M&A including acquisition lifecycle, integration planning, and strategic considerations.
• Ability to navigate ambiguity and apply structured approaches/methodologies to projects
• Strong executive communication & writing skills (both written communications & presentation skills)
• Strong Google Suite & slide skills
• Ability to quickly ramp on collaboration technologies (Smartsheets, Slack)
• SaaS business model and Zendesk product knowledge are a plus.

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.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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 with your specific accommodation request.

Zendesk crée des logiciels pour de meilleures relations avec les clients. Nous donnons aux organisations le pouvoir d'améliorer l'engagement envers leurs clients et de mieux les comprendre. Les produits de Zendesk sont faciles à utiliser et à implémenter. Ils donnent à nos clients la souplesse d'agir rapidement, la possibilité de se concentrer sur l'innovation et de suivre la croissance de l'entreprise.

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Zendesk est un employeur promouvant l'égalité des chances d'emploi et nous sommes fiers de nos efforts continus pour favoriser la diversité globale, l'équité et l'inclusion en milieu de travail. Les décisions d'embauche sont prises selon des critères professionnels sans égards à la race, l'origine ethnique, la couleur, la religion, le genre, l'orientation sexuelle, l'identité de genre, le statut d'état civil, l'âge, l'information génétique, le pays d'origine, les handicaps, le statut de militaire ou de vétéran ou d'autres classifications protégées par la loi applicable.

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