Director, Marketing Operations at Zendesk

Job description

Job Description As a pivotal leader on Zendesk’s Marketing Strategy & Operations team, the Director of Marketing Operations will build and scale the systems, processes, and operating rhythm that enable Marketing to execute with speed, quality, and measurable impact. This role owns the marketing operations function across funnel operations, campaign execution, journey orchestration, marketing technology, and process optimization, connecting strategy to reliable day-to-day delivery. What you’ll be doing Lead and develop a high-performing Marketing Operations team spanning funnel operations, campaign operations, journey orchestration, marketing technology, and process/workflow optimization. Own the operating model and roadmap for marketing operations, balancing near-term execution with scalable capabilities, clear governance, and continuous improvement. Design and optimize end-to-end funnel processes, including intake, lead and account management, scoring, routing, lifecycle progression, Sales handoff, and feedback loops. Set the strategy and governance for the marketing technology ecosystem, including marketing automation, CRM integrations, audience activation, data quality, and workflow tooling. Partner with Marketing, Sales/Revenue Operations, Product, Engineering, Finance, and regional teams to align priorities, dependencies, service levels, and business outcomes. Use automation and AI thoughtfully to improve campaign velocity, operational efficiency, decision quality, and stakeholder self-service while maintaining appropriate controls. Establish performance visibility for operational health, including funnel conversion, execution quality, process adoption, data integrity, and time-to-value. Translate complex operational and technical topics into clear recommendations for senior leaders and secure alignment on trade-offs and investment. What you bring to the role An operating leader who can move fluidly between strategy, systems, process design, and hands-on problem solving. Strong commercial judgment and a clear understanding of how marketing operations, technology, data, and process drive pipeline and customer growth. Exceptional communication and stakeholder leadership skills, with the ability to create clarity across teams with competing priorities. A systems mindset: you look for root causes, design durable solutions, and make complex work easier to execute and govern. A pragmatic approach to innovation, including the judgment to distinguish valuable automation and AI use cases from unnecessary complexity. A talent developer who builds accountable, collaborative teams and creates an environment of ownership, learning, and continuous improvement. Qualifications 10 years of experience in Marketing Operations, Marketing Technology, Revenue Operations, or a related discipline, including experience leading teams. Proven experience owning marketing automation and CRM ecosystems and the processes that connect them to the broader go-to-market engine. Experience leading funnel management, campaign operations, lifecycle/journey orchestration, and cross-functional operating model improvements. Demonstrated ability to manage complex, multi-quarter programs, vendor relationships, prioritization, and executive communication. Working knowledge of platforms such as Salesforce, Marketo or equivalent marketing automation, analytics/BI, data enrichment, and workflow automation tools, and AI Tools such as Claude and ChatGPT.. Experience in a high-growth B2B SaaS or similarly complex global marketing environment preferred. #LI-WO1 The US annualized base salary range for this position is $220,000.00-$330,000.00. 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 peopleandplaces zendesk.com with your specific accommodation request.

Requirements

Must-haves

What you’ll be doing Lead and develop a high-performing Marketing Operations team spanning funnel operations, campaign operations, journey orchestration, marketing technology, and process/workflow optimization.
Own the operating model and roadmap for marketing operations, balancing near-term execution with scalable capabilities, clear governance, and continuous improvement.
Design and optimize end-to-end funnel processes, including intake, lead and account management, scoring, routing, lifecycle progression, Sales handoff, and feedback loops.
Set the strategy and governance for the marketing technology ecosystem, including marketing automation, CRM integrations, audience activation, data quality, and workflow tooling.
Partner with Marketing, Sales/Revenue Operations, Product, Engineering, Finance, and regional teams to align priorities, dependencies, service levels, and business outcomes.
Use automation and AI thoughtfully to improve campaign velocity, operational efficiency, decision quality, and stakeholder self-service while maintaining appropriate controls.
Establish performance visibility for operational health, including funnel conversion, execution quality, process adoption, data integrity, and time-to-value.
Translate complex operational and technical topics into clear recommendations for senior leaders and secure alignment on trade-offs and investment.
What you bring to the role An operating leader who can move fluidly between strategy, systems, process design, and hands-on problem solving.
Strong commercial judgment and a clear understanding of how marketing operations, technology, data, and process drive pipeline and customer growth.
Exceptional communication and stakeholder leadership skills, with the ability to create clarity across teams with competing priorities.
A systems mindset: you look for root causes, design durable solutions, and make complex work easier to execute and govern.
A pragmatic approach to innovation, including the judgment to distinguish valuable automation and AI use cases from unnecessary complexity.
A talent developer who builds accountable, collaborative teams and creates an environment of ownership, learning, and continuous improvement.
Qualifications 10 years of experience in Marketing Operations, Marketing Technology, Revenue Operations, or a related discipline, including experience leading teams.
Proven experience owning marketing automation and CRM ecosystems and the processes that connect them to the broader go-to-market engine.
Experience leading funnel management, campaign operations, lifecycle/journey orchestration, and cross-functional operating model improvements.
Demonstrated ability to manage complex, multi-quarter programs, vendor relationships, prioritization, and executive communication.
Working knowledge of platforms such as Salesforce, Marketo or equivalent marketing automation, analytics/BI, data enrichment, and workflow automation tools, and AI Tools such as Claude and ChatGPT..
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.

Nice-to-haves

Experience in a high-growth B2B SaaS or similarly complex global marketing environment preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

aigo

Platform: workday
Effort: long