Job Description

As the Manager of Technical Architecture you will be responsible for leading the Technical Architecture team within your function of the Zendesk Global Managed & Professional Services organization. You will work closely with services leadership and cross-functional teams to ensure we achieve our project delivery, utilization, and customer satisfaction goals.

To be successful in this role, you’ll need to be an established and experienced leader who enjoys working on software, mentoring, managing, and closely monitoring project and performance goals. The ideal candidate will be energetic, creative, intelligent, analytical, and eager to take on responsibility and teach/develop/inspire new skills across the team - while setting standards for repeatable processes that drive success on a consistent basis. This is a customer-centric role and we are looking for an individual who feels strongly not only about leading a diverse team, but also passionate about interfacing with customers on a daily basis.

Responsibilities:

• Plan and direct all aspects of the Functional Consulting Services organization in your function.

• Lead and mentor team members to achieve period over period improvement in billable utilization, productivity, and quality targets.

• Overall responsibility and accountability of billable deliverables and projects, including: portfolio management, staffing, scheduling, design, quality, and execution.

• Recruiting and hiring to grow a global team.

• Contribute to planning, positioning, and definition of offerings and methodology improvements.

• Contribute to and be measured on bookings and revenue targets.

Requirements:

• 3+ years of management experience.

• 5+ years of experience, preferably in a SaaS environment, delivering consulting services and/or programming experience with languages like Ruby, Python, Java, or JavaScript.

• Proven leadership in driving organizations forward through significant business and process transformation.

• Experience in various technical concepts (web development, web sockets, mobile development, backend develop, Restful APIs)

• Excellent analytical & project management skills; ability to work on multiple concurrent projects with competing priorities to bring your projects to completion.

• Willingness to roll up your sleeves and able to pitch in on the tactical aspects of supporting team members and customers.

• Strong communication, presentation, project management, people management, negotiation, and coaching skills.

• Excellent instincts and ability to interface at c-suite level with ease.

• Excellent communication, interpersonal skills, and eloquent writing skills.

• Bachelor’s Degree and/or MBA preferred.

The US annualized OTE (On Target Earnings) range for this position is $138,000.00-$208,000.00 with a pay mix of 91/9 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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 peopleandplaces@zendesk.com with your specific accommodation request.