Senior Engineering Manager, Machine Learning

Senior Machine Learning Manager

Zendesk's people have one goal in mind : to make Customer Experience better. Our products help more than 125,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day.

Our Enterprise Machine Learning team leads the charge in transforming data into actionable intelligence, empowering business teams to make data-driven decisions and enhancing our enterprise capabilities through cutting-edge AI and ML.

We are seeking a Senior Machine Learning Manager to drive the vision, design, and implementation of scalable machine learning and generative AI (LLM) systems. In this role you'll provide technical leadership in system architecture, manage and mentor a high-performing team, and proactively engage business stakeholders to ensure the success and relevance of ML initiatives across Zendesk.

Responsibilities

• Lead the Design & Architecture of ML Systems : Architect, implement, and oversee scalable machine learning and LLM solutions, focusing on robust system design that meets the business's evolving needs.
• Drive ML Productization at Scale : Partner closely with ML engineers, data scientists, analysts, product managers, and business stakeholders to deliver high-quality, production-ready AI features and models at enterprise scale.
• Team Leadership and Development : Manage and mentor a team of talented ML engineers and data scientists, fostering a culture of technical excellence, innovation, and cross-functional collaboration.
• Stakeholder Engagement : Act as a trusted advisor and thought leader, proactively engaging business units to identify opportunities where ML and LLMs can drive value. Prioritize initiatives that align with business goals, and ensure clarity and alignment across all teams.
• Communication & Advocacy : Distill complex ML and system architecture concepts into clear, actionable insights for technical and non-technical audiences. Promote best practices and drive organizational learning in machine learning and AI.
• MLOps & Continuous Delivery : Champion best practices for ML systems (including MLOps, CI / CD for models, data contracts, monitoring, and automation), and stay ahead with the latest advancements in cloud, data engineering, and AI / ML infrastructure (e.g., AWS, Snowflake, dbt).
• System Reliability & Compliance : Oversee instrumentation, monitoring, and compliance measures to guarantee system reliability, data integrity, security, and adherence to industry standards.

About You

Why Zendesk?

Are you ready to lead the next evolution in scalable AI at Zendesk? Apply now and shape the future of Customer Experience.

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 email to peopleandplaces@zendesk.com with your specific accommodation request.