Director, Enterprise Machine Learning

Key Skills

Aartificial intelligence, Data science techniques, Effective communication skills, Enterprise Architect, Generative AI, Keras software library, Large Language Models - LLMs, Leadership Skill, Machine learning techniques, Python Programming, PyTorch, R Programming, TensorFlow

Job Description

Who we're looking for

The Director of Enterprise Machine Learning and AI will be responsible for our Enterprise machine learning efforts across all of Zendesk, developing and implementing sophisticated algorithms that will craft and positively impact our business outcomes and future innovation. To be successful in this role, you will be able to quickly assess and understand the Zendesk Enterprise landscape and business objectives, applying your deep understanding of machine learning models and data analysis, you will design and oversee complex ML projects that deliver quantifiable business outcomes. As a leader, you will provide scientific leadership, create strategic plans, and hire, develop and lead a team of data scientists, engineers, and researchers.

What you'll be doing

• Lead, mentor, and develop a global team of data scientists, machine learning engineers, and researchers.
• Maintain and improve the models currently in production and see opportunities for scale/automation.
• Oversee the development and implementation of machine learning models that tackle our business needs, aiding the efforts of our sales, marketing, and product teams to drive our business forward.
• Provide expert insights and scientific leadership in machine learning and artificial intelligence including the improvement and further improvement of existing and future LLMs and Generative AI.
• Ideate, design and test next generation models that support Zendesk's enterprise innovation.
• Collaborate with other department leaders to ensure machine learning initiatives align with the overall business goals.
• Establish and maintain robust machine learning processes, including robust model development, validation, and deployment processes.
• Stay current and show up as a leader with vision on the latest research and technology in machine learning, seeking opportunities to implement new methodologies to improve our capabilities.
• Streamline data collection and analysis procedures to assure data integrity and efficiency.
• Present and explain sophisticated concepts and the results of data analyses to non-technical partners.

What you bring to the role

• PhD or Master's degree in Computer Science, Statistics, Applied Mathematics, or related field.
• Proven success in a leadership role involving machine learning, data science, or quantitative analysis.
• A strong understanding of machine learning models and algorithms.
• Proficiency in machine learning frameworks and platforms such as Vertex, Sagemaker, TensorFlow, Keras, or PyTorch.
• Proficiency in programming languages such as Python or R preferred
• Excellent understanding of data structures, data modeling, and software architecture.
• Outstanding leadership and organizational skills.
• Exceptional communication skills, with the ability to present complex information in an accessible manner.

Where We Work:

Fully Flexible:

In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.

LI-WO1

LI-REMOTE

The US annualized base salary range for this position is $181,000.00-$271,000.00. 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.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.