Senior Director, Sales Operations & Insights

Job Description

About the Role

Zendesk is seeking a Senior Director, Sales Operations and Insights to lead the strategic backbone of our forecasting, pipeline governance, and global revenue analytics. This role drives standardized rhythms, trusted data, and actionable insights that enable world-class GTM execution.

The Senior Director will partner with GTM leadership, Finance, and Revenue Operations to deliver forecasting excellence, pipeline health visibility, and revenue-driving insights. A critical focus will be leveraging our GTM technology stack and AI-driven capabilities to modernize processes and uncover new opportunities.

What You’ll Do

• Deliver worldwide forecasting and pipeline dashboards that provide a single source of truth for GTM leaders.
   

• Own and continuously refine the forecasting process and cadence structure, ensuring global consistency and alignment.
   

• Define, track, and operationalize pipeline health metrics to improve predictability and sales execution.
   

• Run and facilitate weekly forecast and pipeline reviews, partnering with GTM leadership to drive accountability and outcomes.
   

• Champion AI-driven forecasting and analytics, automating manual processes and surfacing actionable insights at scale.
   

• Leverage Clari, Salesforce, Tableau, Gong, Groove, and Slack to streamline GTM processes and reporting.
   

• Lead and develop a high-performing analytics team of 7, fostering a culture of growth, innovation, and accountability.
   

• Act as a strategic advisor to the VP of GTM Sales Operations, shaping revenue strategy and investment decisions.
   

What You Bring

• 12+ years of experience in Sales Operations, GTM Strategy, or Revenue Operations in high-growth SaaS organizations.
   

• Deep expertise in forecasting, pipeline management, and sales analytics at global scale.
   

• Hands-on experience with Clari or similar tool (required), plus Salesforce, Tableau, Gong, Groove, and Slack.
   

• Track record of introducing AI/automation into GTM workflows to drive efficiency and accuracy.
   

• Leadership experience managing and scaling analytics or operations teams.
   

• Strong executive presence and communication skills, with a history of influencing C-suite leaders.
   

• Ability to balance strategic vision with executional rigor, leading at both the 30,000-foot and tactical levels.
   

What Success Looks Like

• 3 months: Deliver standardized global forecasting and pipeline dashboards in Clari.
   

• 6 months: Establish a predictable global forecasting and pipeline governance rhythm across all GTM regions.
   

• 12 months: Increase forecast accuracy and pipeline health, while deploying AI-driven insights and automations that unlock GTM efficiency and execution at scale.
   

Why Zendesk

At Zendesk, we power customer experiences that build lasting relationships. You’ll join a team that values transparency, collaboration, and execution excellence — and you’ll have the opportunity to directly impact how we run our business and scale globally.

This is a senior leadership role with the visibility and influence to transform how we forecast, analyze, and drive GTM outcomes.

The US annualized base salary range for this position is $206,000.00-$308,000.00. 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.

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 [email protected] with your specific accommodation request.