JOB DESCRIPTION

As the Engineering Manager in AI Agents - Accounts Provisioning and Self Service Team, you’ll lead and grow a team of talented engineers shaping the future of how our clients build and manage conversational experiences. Your team will shape the entire customer journey for our AI agents—from presales all the way to Go Live. Our mission is to seamlessly integrate AI agents into Zendesk, making onboarding fast, intuitive, and fully self service. We own critical areas like account provisioning, account management, and self-service onboarding, which not only delivers a frictionless experience to every customer, but also accelerates Time To Value and drives the company’s scalability. Working at the core of the AI agents organization—the fastest growing and most strategic group in the company—you’ll have a unique opportunity to build high-impact tools and products that are central to our org’s mission.
This is an exciting time to join us: we’re a tight-knit, collaborative team taking on big, visible projects with real ownership, enabling customers worldwide to get started with AI agents quickly and effortlessly. If you want to help transform the way companies onboard and succeed with AI, APSS is where your work will make a direct difference.
You will directly manage about 6-8 engineers from various skill sets (Frontend and Backend) and will work closely with stakeholders across the department.

ABOUT ZENDESK

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.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.
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.

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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.
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

WHAT YOU WILL BE DOING:

• Lead a cross-functional team, guiding them towards achieving their full potential
• Foster a culture of continuous improvement and collaboration, driving your teams to innovate and continuously discover and evaluate new technologies
• Empower your team through coaching, mentorship, and skill development
• Foster a culture of micro feedback, mutual accountability, shared ownership, and a bottom up culture in close collaboration with the other Engineering Managers
• Enable engineers to push for best practices inside their discipline aiming at greater productivity, cleaner code and product quality
• Collaborate with fellow Engineering Managers and Chapter Leads to keep our engineering group focused and effective
• Facilitate communication between Engineers, Product Managers and stakeholders across the business, fostering understanding and alignment
• Accountability for for the delivery and product quality in your team

WHAT YOU BRING TO THE ROLE:

• Enthusiastic mentor with the ability to inspire teams, fostering professional development and empowering teams to reach their full potential
• Strong technical background and professional experience developing and maintaining complex architectures
• Proven track record of successfully managing and motivating engineering teams, driving them towards achieving ambitious goals
• Experience scaling teams and leading engineering teams through change
• Understanding the value of diverse perspectives and actively seeking input from others to achieve optimal outcomes, acknowledging that your own viewpoint may not always be the best
• You excel in facilitating discussions and communicating with various stakeholders, ensuring clarity and alignment across teams and departments
• Experience working in collaborative teams,leveraging practices like pair programming and code reviews to promote knowledge sharing and enhance team performance
• Strong expertise in iterative development and balancing risks
• Commitment to Quality and a deep understanding of how to achieve and maintain it within complex architectures and software designs