Senior program manager - core services

  • Job Reference: 396893226-2
  • Date Posted: 14 October 2021
  • Company: Zendesk
  • Location: Melbourne, Victoria
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent

Job Description

Job Description

At Zendesk, we get passionate about building software that delivers the ultimate customer experience. Your favorite brands maximize our products to engage you as a customer, and we lead the industry with beautifully simple software. We're constantly innovating, and we apply this philosophy to all prioritized initiatives.


As a Senior Program Manager on our Product Development team, you'll work with Product Management and Engineering to define the roadmap for and build services that allow Zendesk customers to lead all of their administration needs in one single place. You'll work side-by-side with our Core Services team and its numerous internal stakeholders to drive solutions for cross-product/cross-functional problems and initiatives.

What You'll Be Doing:
  • Lead company-wide programs with broad impact, liaising with Product Development teams who are consumers of Zendesk's Core Services (for Account, Agent, and End-user management and authentication) and teams outside of Product Development including Product Marketing, IT, Legal, Finance, and Sales. You'll keep releases moving forward, focusing on key achievements to bring new products and services to market.

  • Guide your teams through our quarterly planning process, helping to build out roadmaps, align dependencies, broker commitments from other teams, and resolve multi-functional landmarks.

  • Identify, track and mitigate all risks and issues within your programs.

  • Own regular status reporting for your teams.

  • Facilitate meetings, workshops, retrospectives, and other team ceremonies.

  • Build positive relationships with your team members and partners.

  • Devote effort towards making our processes simpler, clearer, and better every day.

What You Bring to the Role:
  • Prior experience at a software company driving programs within an Engineering organization and having released at least three product features.

  • Familiarity with Technical Program Management tools and agile methodologies: Jira, Confluence, Trello, Kanban, Productboard, Smartsheet

  • Experience in identifying and calculating inherent risks, determining their impact, and providing appropriate mitigation planning.

  • Strong, demonstrable facilitation skills, with a knack for building bridges between teams across multiple locations.

  • Experience working across multiple global programs simultaneously.

That said, if your experience looks a little different from what we've identified and you think you can rock the role, we'd love to learn more about you!.

About Zendesk - Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at .

We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.

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.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information.