Program Manager Lead

Job Description

About the role

We’re looking for a strategic, people-first Program Manager Lead to shape the employee experience and drive cultural initiatives across Zendesk’s global workforce. You’ll work at the intersection of culture, performance, feedback, development, employee listening, change management, and engagement - designing employee experience programs that create a cohesive, empowering employee journey.

What you’ll do

• Design and deliver employee‑centric programs: Turn big‑picture goals into clear plans, milestones, and communications that drive adoption and impact.

• Center employee voice: Lead surveys, focus groups, and interviews; translate insights into program design, rollout, and continuous improvement.

• Lead change management: Co-create change strategies with People leaders and cross‑functional partners; anticipate impacts and recommend practical mitigations.

• Enable adoption: Build toolkits, resources, and enablement that help people leaders and employees navigate change with clarity and confidence.

• Embed inclusion and belonging into every program, mindful of global differences and cultural nuances.

• Champion culture: Align initiatives to Zendesk’s mission and values; enable and activate change‑makers across the company to strengthen connection and engagement.

• Communicate with clarity: Craft concise, engaging communication plans and messages that build understanding, alignment, and buy‑in at all levels.

• Partner and influence: Collaborate with HR Centers of Excellence and business stakeholders; share insights, recommendations, and progress with senior leadership.

• Measure what matters: Define success metrics; use feedback and data to assess effectiveness and iterate for better outcomes.

What you’ll bring

• 7+ years of experience in HR, employee experience, change management, or related fields - or equivalent experience with transferable skills.

• Proven ability to design, implement, and measure culture and engagement initiatives at scale.

• Strong grasp of change management practices (e.g., stakeholder analysis, readiness, adoption, reinforcement; familiarity with frameworks like ADKAR is a plus).

• Understanding of modern workplace dynamics, including remote/hybrid models, inclusion, and well‑being.

• Excellent stakeholder management: You build trust, influence without formal authority, and collaborate across diverse teams and time zones.

• Exceptional communication and presentation skills - clear, compelling, and inclusive.

• Ability to manage multiple projects in a fast‑paced, collaborative environment.

Why Zendesk, why now

This is a high‑impact role at a pivotal moment. You’ll turn insight into programs that strengthen connection, enable growth, and elevate performance across our global community.

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.