Sr. Operations Manager, AI Agents & Knowledge

Join to apply for the Sr. Operations Manager, AI Agents & Knowledge role at Zendesk. The role works directly with the Vice President of AI Agents and Knowledge products, as well as product and engineering leadership, to accelerate innovation in a B2B SaaS/AI context.

As the Sr. Operations Manager, you will lead efforts to ensure our Product Development team collaborates efficiently and transparently with design and engineering partners and cross-functional counterparts, removing friction and operational burdens. You will operationalize and scale hiring processes to support organizational growth and delivery targets.

Key Responsibilities

• Partner with the VP of AI Product to operationalize and scale hiring and onboarding processes aligned with organizational growth.
• Collaborate with product and engineering leadership to identify and remove inefficiencies, boosting team productivity for delivering reliable AI-driven solutions.
• Design and implement scalable workflows and communication frameworks to enable seamless cross-functional collaboration across Product, Engineering, Design, and other stakeholders.
• Lead initiatives to enhance team health and performance through regular feedback, resource planning, and capacity management.
• Support release planning and standardization to align product development cycles with business priorities.
• Work with Recruiting, HR, and leadership to identify bottlenecks and optimize the candidate experience.
• Develop and maintain hiring playbooks, scorecards, interview frameworks, and onboarding documentation tailored for AI product and engineering roles.
• Track, analyze, and report key hiring and staffing metrics (e.g., time-to-hire, quality of hire, team capacity) to the VP and leadership.
• Facilitate continuous process improvements and structured feedback loops among recruiters, hiring managers, and staff to enhance hiring outcomes and team performance.
• Act as a trusted operational partner to the VP, managing day-to-day staff coordination without direct people-management responsibilities.

Qualifications

• Strong organizational and coordination skills with the ability to support senior leadership in managing teams operationally.
• Proven experience operationalizing talent acquisition and hiring processes in technology or SaaS environments.
• Excellent communication skills and proven ability to collaborate cross-functionally with recruiting, HR, product, and engineering partners.
• Data-driven with skills in tracking, analyzing, and reporting hiring and staffing metrics.
• Familiarity with AI product roles and engineering hiring practices is beneficial.
• Experience in AI-driven SaaS or enterprise software highly desirable.

Salary & Benefits

The Poland annualized base salary range for this position is zł187,000.00‑zł281,000.00. This range represents the minimum and maximum base salary for the role; the actual compensation will be based on job-related capabilities, experience, and other factors. The position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.

Hybrid Work

This role is hybrid: you should attend the local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

Commitment to Inclusion

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Zendesk believes in offering our people a fulfilling and inclusive experience. We are an equal-opportunity employer and are committed to advancing diversity, equity, and inclusion. We use AI or automated decision systems to screen and evaluate applications in accordance with company guidelines and applicable law. If you are based in the United States and would like more information about your EEO rights under the law, please contact Zendesk for details.

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, please send an e‑mail to peopleandplaces@zendesk.com with your specific accommodation request.