Global Director, GTM AI & Automation

Job Description

As Global Director of Sales Operations, you will help lead the transformation of Zendesk’s GTM operating model by redesigning workflows, embedding AI and automation into core business processes, and improving operational effectiveness across the customer lifecycle.

This role goes beyond traditional Sales Operations. You will help design and implement new approaches to how work gets done, leveraging AI, automation, and modern GTM tooling to solve problems more effectively and drive measurable business outcomes. This includes designing and operationalizing intelligent AI agents and agent-assisted workflows that augment GTM teams, automate execution, and improve decision-making across the customer lifecycle.

We are looking for a hands-on builder, someone who is comfortable operating at both the strategic and execution level, willing to get into the details, and able to iteratively design, test, and refine solutions. You will leverage AI, automation, and modern GTM tooling to solve problems more effectively and drive measurable business outcomes.

What You’ll Do

• Design, build, and maintain AI agents and agentic GTM experiences that support sellers, managers, and customer-facing teams through intelligent task execution, workflow orchestration, conversational guidance, and autonomous or semi-autonomous operational workflows.

• Lead the evolution of an AI-first GTM operating model, driving operational excellence, workflow redesign, and scalable automation across the customer lifecycle.

• Own and prioritize the GTM systems and automation roadmap, translating business needs into scalable solutions that connect data, workflows, AI, and automation to improve execution and productivity.

• Lead cross-functional transformation initiatives focused on process improvement, AI adoption, workflow standardization, and scalable operational change across the GTM organization.

• Establish governance and operating standards across GTM systems, data, and workflows, including intake, approvals, change management, data stewardship, and responsible use of AI and automation.

• Enable efficient and scalable deal operations and GTM launches, embedding automation and intelligent guidance into approval, pricing, execution, and launch-readiness workflows.

• Lead and develop a team of GTM operations specialists, fostering accountability, continuous improvement, and the design and iteration of AI-powered solutions.

• Operate with a structured, iterative delivery model, managing prioritization, sprint-based execution, cross-functional alignment, and measurable business outcomes.

• Partner across Sales, Marketing, Customer Success, Data, and IT to drive adoption, align priorities, and lead cross-functional transformation initiatives across the GTM organization.

What You Bring

• 7+ years of experience in GTM Operations, Revenue Operations, Automation, Systems, Strategy, or related roles within high-growth B2B environments, including experience leading operational or technical teams.

• Proven ability to lead large-scale, cross-functional transformation initiatives that improve operational effectiveness, execution quality, and business performance.

• Strong systems-thinking and problem-solving capabilities, with the ability to translate ambiguous business challenges into scalable operational and technical solutions.

• Experience designing and operationalizing AI-enabled and agentic GTM workflows across areas such as sales engagement, lead routing, prioritization, sequencing, next-best actions, guided selling, forecasting, AI-assisted execution, conversational copilots, and autonomous workflow orchestration.

• Experience building or supporting AI-powered productivity workflows, including automated sales collateral generation, business case creation, customer-facing content, and rep enablement processes.

• Experience working with modern automation, orchestration, and AI tooling (e.g., Make, n8n, Zapier, Workato, Clay, Claude, Codex, Cortex, or similar platforms) to improve productivity and streamline execution.

• Familiarity with modern GTM tooling ecosystems, including CRM, sales engagement, conversational intelligence, forecasting, enrichment, and workflow automation platforms.

• Strong understanding of data governance, enrichment, and signal-driven operating models, with experience improving data quality, operational reliability, and business decision-making.

• Experience operating within iterative or agile delivery environments, managing prioritization, cross-functional execution, and continuous improvement across complex initiatives.

• Ability to operate effectively across strategic and executional levels, partnering with executive, business, operational, and technical stakeholders to drive alignment, adoption, and measurable outcomes.

Who You Are

• You think in systems, understanding how data, workflows, tooling, automation, and AI connect to drive effective GTM execution.

• You are energized by building and improving how work gets done, not simply maintaining existing processes.

• You focus on measurable outcomes and business impact, holding yourself and your team accountable for execution and results.

• You are comfortable operating across levels, from executive strategy discussions to hands-on problem-solving with operational and technical teams.

• You operate with a bias toward action, iterating quickly, navigating ambiguity effectively, and continuously improving workflows and processes over time.

• You think beyond static workflows, designing intelligent and adaptive agentic experiences that combine AI, automation, data, and human guidance to improve GTM execution and scalability.

• You value operational rigor, including clean data, scalable processes, clear documentation, and reliable systems that support frontline teams effectively.

• You understand that successful transformation requires strong change management, ensuring new capabilities are not only launched, but adopted and used effectively.

LI-LM5

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.