Job Description
About the Role:
We’re looking for a strategic yet hands-on Senior Program Manager to join our growing Zendesk CIO - Program Management Office (PMO) to drive cross-functional programs and initiatives that create impact across the business. This role is ideal for someone who thrives at the intersection of technology and stakeholder engagement—someone who can see the big picture, communicate it clearly, and still dive into the details when needed.
You’ll partner with technical teams, business stakeholders, and vendors to deliver high-impact programs, with a strong emphasis on SaaS platforms, IT transformations, and customer experience. Experience with M&A integration is a bonus.
What You’ll Do:
Drive end-to-end delivery of complex, cross-functional IT initiatives aligned with business priorities
Build strong relationships with internal stakeholders to align program goals, scope, and outcomes
Translate business objectives into detailed program plans with clear timelines, risks, and resourcing
Communicate program status and risks clearly to senior leadership and cross-functional stakeholders
Design and implement repeatable processes that enable scalable program delivery and transparency
Champion collaboration and accountability across virtual and geographically dispersed teams
Roll up your sleeves when needed—whether it's troubleshooting a JIRA workflow, facilitating a roadmap session, or diving into a project risk plan
What You Bring to the Role:
8+ Years of experience in proven track record of setting up, defining, and driving large-scale, technical programs in a fast-paced environment
Ability to quickly get to the heart of a problem and mobilize the right people to solve it
Extremely strong collaboration, planning, influencing, prioritization, and time management skills—especially in global, distributed environments
Known for facilitating efficient, productive meetings that people actually enjoy attending
Strong communicator with a knack for distilling program goals and progress for senior leadership
Experience with Agile and traditional methodologies, and hands-on expertise with tools such as JIRA, Confluence, and Smartsheet
Working knowledge of SaaS platforms and enterprise IT environments
PMP and/or Agile certifications are a plus
Bonus points for experience with leveraging AI to enable operational efficiencies
Why You’ll Love It Here:
You’ll have a seat at the table in shaping IT strategy and delivery
You’ll be part of a collaborative, customer-centric culture that values transparency, ownership, and impact
Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.
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.
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 [email protected] with your specific accommodation request.
