Senior Manager, Community Programs

Senior Manager, Zendesk Community

Zendesk's Digital CX team is on a mission to enable Zendesk customers and prospects through relevant, high-quality digital engagement, built from the deep well of knowledge our community members have. Our community programs support this effort by nurturing connections and relationships across our user base, fostering a culture of knowledge sharing, open dialogue, and mutual growth. We are seeking an action-oriented and innovative Senior Manager to manage key strategic programs and day-to-day operations for the Zendesk Community team. This agile and talented team of Community specialists and engagement managers are responsible for online forums, user groups, and community-based customer advocacy initiatives. This role will help the team achieve our goals to drive retention, growth, advocacy, and value realization across our user base.

The most important skill for this role is the ability to understand our community members and their needs. The second most important skill is cross-functional collaboration; this role will work directly with stakeholders in Product, Marketing, and CX, as well as with external partners / customers, to ensure crucial community insights are at the forefront of business decisions.

What You'll Do

Establish and operationalize a Super User program, in order to :

Recognize various levels of engagement and activation from our community members

Identify, recruit, enable, and nurture Super Users

Gain insights that deepen community influence on our business

Build and manage the Community team roadmap, ensuring the team's community motions are aligned with overall business goals, priorities, and KPIs across Digital CX and the wider enterprise :

Share regular quarterly business reviews and readouts with key stakeholders

Provide managerial oversight for all community programming, including, but not limited to :

Content and event strategy

Product feedback and community ideation

User groups and meetups

Overall community customer experience and engagement across the community lifecycle

Manage a team of Community specialists, developing and improving competency models, capacity / resource management, portfolio management, and prioritization

Partner with teams such as Marketing, Social, Product, and CX others to amplify & promote community programs

Continuously improve and innovate our community methodology, with consideration for the impacts of AI technologies on this discipline

Measure and track overall impact of community programs, analyzing community metrics and KPIs to measure engagement and effectiveness

Keep up with industry trends and bring insights into our strategic initiatives to ensure that Zendesk is delivering innovative, gold-star community experience

What You Bring To The Role

You are an experienced Community leader who is eager to develop others in this career path

You are a passionate advocate for our customers and enjoy the unique challenge of digital innovation

You bring a customer-first mindset, curiously seeking ways to improve our community

You have experience developing and managing agile operations, programs, and initiatives

The Ideal Candidate Will Meet The Following Qualifications

5+ years experience in a strategic Community role, ideally in a B2B SaaS environment

3+ years managing people; experience with remote and / or distributed team leadership is a plus

Fluency in written and spoken English

Excellent written and verbal communication skills; experience communicating across audiences and personas, from executive leaders to daily end users

Proven ability to build program / function roadmaps, create rigor in delivery, and measure success

Thrives in a global, cross-functional, collaborative work environment

Self-directed, highly motivated, and enjoys receiving feedback from customers; is able to synthesize, identify trends, and develop actionable plans to serve their needs

Ability to handle multiple projects and quickly adapt to shifting priorities, demands, and timelines

Passionate about innovating in Customer Experience disciplines

Additionally, Preference Will Be Given To Candidates Who Possess Experience With Any Of The Following :

Experience with customer enablement, training, and certification programs

Hands-on experience with Zendesk's product suite

Completion of community-specific trainings or certificates

Experience with web development languages, including basic HTML and CSS

Experience with basic UX design for web, including information architecture and SEO

Experience writing content that is easily localized for a global customer base

Business proficiency in Spanish, French, German, Portuguese, Italian, Simplified Chinese, Japanese, or Korean

The US annualized base salary range for this position is $134,000.00$202,000.00. 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.