Sr. Scrum Master

Job Description
As a Scrum Master, you will play a critical role in enabling high-performing teams by fostering an innovative, Agile environment and supporting the consistent application of Zendesk's hybrid Agile-SDLC delivery framework. This role partners closely with product managers, engineering leads, and delivery leadership to guide teams through end-to-end delivery, from planning through release, using Agile values and metrics-driven practices.

You will help teams build focus, collaboration, and discipline, while also encouraging continuous improvement and alignment with delivery standards across the CIO organization.

Who we're looking for

Reporting to the Sr. Manager of Process Optimization within the CIO Strategy & Operations organization, the Scrum Master will play a key role in supporting Agile delivery across one or more teams aligned to Zendesk's enterprise business systems portfolio. This role is responsible for fostering a collaborative and focused team environment, facilitating Agile practices, and helping teams adopt Zendesk's hybrid Agile-SDLC delivery model. The Scrum Master will guide teams in using delivery metrics to improve execution and drive meaningful outcomes each sprint and quarter. The ideal candidate is a servant leader with strong facilitation skills, a passion for continuous improvement, and experience enabling high-performing teams in complex, cross-functional environments.

What you'll be doing

• Serve as Scrum Master for one or more teams, facilitating Agile ceremonies (sprint planning, standups, retrospectives, demos) and ensuring cadence consistency.
• Guide teams in applying Zendesk's hybrid Agile-SDLC delivery methodology, ensuring alignment from intake through release.
• Support quarterly and sprint planning efforts, contributing to backlog refinement and release tracking.
• Help teams track and interpret delivery metrics (e.g., velocity, cycle time, throughput, burndown) to guide decision-making and improve delivery predictability.
• Identify and remove blockers, impediments, and cross-team dependencies that may impact delivery.
• Partner with product managers and team leads to align delivery scope, timelines, and resource capacity.
• Foster a psychologically safe and collaborative environment that encourages open communication, feedback, and continuous improvement.
• Support Agile maturity by coaching team members on Agile values, ceremonies, and best practices.
• Facilitate collaboration with other Scrum Masters and Agile Delivery Managers when teams are working on shared goals or products.

What you bring to the role

Required Skills

• BA/BS degree or equivalent experience
• Certified Scrum Master (CSM) or equivalent Agile certification
• 6+ years of experience as a Scrum Master or in Agile project delivery, preferably in the IT industry and SaaS applications
• Strong knowledge of Agile principles and practices, including Scrum and Kanban
• Experience working within SDLC and hybrid delivery models
• Proficiency with Jira, Confluence, and delivery reporting tools
• Excellent facilitation, communication, and problem-solving skills
• Experience working in an Information Technology (IT) environment
• Strong organizational skills and attention to detail
• Fluent in English

Preferred Qualifications

• Agile certifications, such as:

• Certified ScrumMaster (CSM)

• SAFe Agilist (SA) or SAFe Program Consultant (SPC)
• PMI-ACP (Agile Certified Practitioner)

• ICAgile Certified Professional (ICP or ICP-APO)

• Experience supporting Enterprise Business Applications (e.g., ERP, CPQ, CRM)

• Background working with software development or technical delivery teams
• Experience with distributed or global teams
• Exposure to quarterly planning or scaled Agile environments (e.g., SAFe, LeSS)
• A growth mindset and interest in deepening Agile expertise over time
• Passion for team empowerment, collaboration, and transparency

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).

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.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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.