Senior Program Manager - Customer Analytics, Dublin

Job Title: Senior Program Manager, Product Development - Unified Customer Analytics

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, Engineering, UX, and other stakeholders to define and execute the roadmap and lead large, cross-functional programs that build the data foundations, measurement frameworks, and customer-facing analytics experiences (Explore / HyperArc) required to demonstrate ROI and drive adoption of Zendesk’s AI and automation products. Additionally, you will leverage your expertise in data-driven decision making and strategic program leadership to enhance decision-making processes and improve program outcomes.

• Lead company-wide programs with broad impact, liaising with Product Development teams and teams outside of Product Development including Product Marketing, Enterprise Data & Analytics, Legal, Finance and Go-to-Market. You’ll keep releases moving forward in a multi-geo environment, 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.

• Coordinate data, platform, and product workstreams and ensure teams deliver datasets and telemetry needed for reporting. Drive delivery of measurement and ROI frameworks for AI features (Copilot, AI Agents, Guide/GenSearch), including instrumentation, experiment design support, and customer-facing ROI dashboards.

• Manage risks, dependencies, and escalations across teams; keep senior leadership informed with concise executive updates.

• Establish and improve program processes (RACI, dependency maps, risk registers, data ops readiness), and iterate to increase predictability and delivery velocity.

• Deliver stakeholder-facing artifacts: executive steering notes, prioritized plans, adoption playbooks, and handoffs to GTM and Customer Success for scaled enablement.

• Mentor/coach other Program managers on analytics program best practices and data-driven outcome measurement.

• Own regular status reporting for your teams.

• Build positive relationships with your team members and partners.

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

• Proven experience leading large, multi-team technical programs (multi-quarter, multi-region) in a SaaS environment.

• Demonstrated ability to define and track measurable outcomes (adoption, retention, ROI, support cost reduction) and connect program work to business impact.

• Excellent stakeholder management and communications skills — able to influence senior leaders and align distributed teams without direct authority.

• Practical experience with program tools and practices (JIRA/Confluence or equivalent, OKR-driven planning, RACI, dependency mapping) and with Agile / hybrid delivery models.

• Collaborative, empathetic leadership style focused on team health and inclusive decision-making.

• Experience working with globally distributed teams and working across multiple global programs simultaneously.

• Preferred, Strong background in product analytics, data platform programs, or analytics product delivery — comfortable discussing Snowflake, data pipelines, data models and BI/visualization
  trade-offs.
   

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!.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.