Job Description

About the Role

We are seeking a meticulous, analytical professional with strong attention to detail and a passion for program management to join our fast-growing AWS technology alliances team and manage our AWS Partner Network (APN) funding and Marketplace programs. In this role, you’ll report to the Sr. Director for the AWS Technology Alliance. You’ll work closely with stakeholders across teams including Marketing, Sales, Professional Services, Legal, Product, and Zendesk Contact Center Specialists to build and operationalize scalable processes for managing funding program incentives and resources available to Zendesk through its strategic partnership with AWS. You’ll also support AWS Marketplace processes to help scale the use of AWS Marketplace for Zendesk Contact Center.

What You’ll Do

• Analyze workflows, identify bottlenecks, and create scalable processes to operationalize the use of key AWS programs and incentives including Proof of Concept (POC) and Migration Acceleration Program (MAP) funding, specifically for Contact Center opportunities.

• Own APN program funding submission requests tracking and management.

• Track key performance indicators (KPIs) to measure program success and identify areas for improvement.

• Support optimization and global delivery of AWS Marketplace private offer processes.

• Help implement best practices and support improvement initiatives as needed.

• Lead integration efforts into existing systems for new AWS program initiatives.

Basic Qualifications

• 5 - 7 years of program management experience with a focus on identifying and implementing process improvements and automation opportunities.

• Demonstrated understanding of and experience with the AWS Partner Network (APN) and its partner programs, specifically funding programs.

• Experience using the AWS Partner Funding Portal (APFP)

• Experience working for a global, multinational technology company.

• Demonstrated ability to manage competing priorities across multiple cross-functional stakeholders.

• Strong organizational skills.

• Ability to fail fast, move quickly, consolidate stakeholder feedback, and iterate.

• A high degree of professionalism and integrity when handling confidential and sensitive financial information.

Preferred Qualifications

• Experience working with/supporting AWS Marketplace processes, private offers

Why Zendesk, Why Now

The Zendesk and AWS strategic collaboration continues to evolve at a fast pace, particularly in the Contact Center as a Service (CCaaS) space. This is a high‑impact role at a pivotal moment. You’ll be a critical part of helping Zendesk operationalize and scale our processes and programs with the AWS Partner Network (APN), supporting the work of cross-functional teams to accelerate customer outcomes and success through our strategic partnership with AWS.

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 peopleandplaces@zendesk.com with your specific accommodation request.