Who we're looking for

The Director of Enterprise Machine Learning and AI will be accountable for our firmwide machine learning efforts throughout Zendesk, developing and implementing sophisticated algorithms that will influence and positively impact our business outcomes and future endeavors. To be successful in this role, you should be able to quickly identify and understand the Zendesk Enterprise environment and business goals, applying your deep knowledge of machine learning models and data analysis to design and oversee complex machine learning projects that deliver measurable business results. As a leader, you will provide scientific direction, formulate strategic plans, and recruit, nurture and lead a team of data scientists, engineers, and researchers.

What you'll be doing

• Lead, mentor, and nurture a multinational team of data scientists, machine learning engineers, and researchers.
• Preserve and enhance the models presently in operation and identify opportunities for scalability/automation.
• Supervise the development and implementation of machine learning models that address our business needs, supporting 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 enhancement and further development of existing and future LLMs and Generative AI.
• Conceptualize, design, and test new-generation models that support Zendesk's enterprise innovation.
• Cooperate with other department leaders to ensure machine learning initiatives are in line with the overall business goals.
• Establish and preserve robust machine learning processes, including robust model development, validation, and deployment processes.
• Stay updated and be a visionary leader concerning the latest research and technology in machine learning, seeking opportunities to implement new methodologies to increase our capabilities.
• Streamline data collection and analysis procedures to ensure data reliability and efficiency.
• Present and explain complex theories 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 accomplishment in a leadership role involving machine learning, data science, or quantitative analysis.
• A robust understanding of machine learning models and algorithms.
• Proficiency in machine learning frameworks and platforms such as Vertex, Sagemaker, TensorFlow, Keras, or .
• Proficiency in programming languages like Python or R preferred
• Outstanding comprehension of data structures, data modeling, and software architecture.
• Exceptional leadership and organizational skills.
• Extraordinary communication skills, with the ability to present complex information in an understandable manner.

Where We Work:

Fully Flexible:

In this role, you’ll mainly work remotely with the assistance of a dynamic and supportive team. We’ll provide you with digital tools and experiences to collaborate–even when we’re apart. Being digital-first doesn't mean we're only digital. You’ll also have the option to join us at a Zendesk workspace, in any of our Zendesk offices or our flexible office spaces. We will occasionally gather our people to interact, collaborate, learn, or celebrate in person.

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