Manager, AI Services Consultant

Job Description

Manager, AI Services Consulting | Zendesk

The Tone:
This is a full-time hybrid role at Zendesk, located in Karnataka or Maharashtra, India. Zendesk builds software designed to bring calm to the chaotic world of customer service. This role is integral to leading the transformation of customer experience through AI-driven innovation, by establishing an AI Delivery team and methodology that helps customers implement and adopt AI solutions effectively.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – Karnataka or Maharashtra, India

• Team: AI Delivery team within Professional Services
• Mission: Provide technical solutions and remove roadblocks for your customers to drive resolutions on our AI Platform.
• Tech Stack: API integration, specifically REST APIs, JSON, SQL scripting

What You’ll Actually Do
• Build and lead the new AI Delivery team end-to-end, including hiring, onboarding, defining the delivery methodology, assigning workloads, and conducting performance evaluations.
• Provide expert advice on the implementation and optimization of Zendesk AI products, ensuring customers fully leverage the technology to achieve their business goals.
• Manage and deliver AI projects on time, within scope, and to high-quality standards for both your own and your team’s assignments.
• Act as the customer’s AI technical expert and trusted advisor, guiding them through complex configurations and design choices while swiftly removing blockers.
• Accelerate customers’ time-to-value by driving adoption and operational excellence for Zendesk AI solutions, ensuring measurable business impact from deployment through scale.

The Must-Haves
• Background: Minimum Bachelor’s degree in Business, Computer Science, Engineering, or a related field, with a focus on Consulting / Professional Services.
• Experience: Minimum 8+ years in consulting or professional services, including go-to-customer roles in enterprise technology or SaaS, strong hands-on experience with REST APIs, JSON, and SQL scripting, and end-to-end team handling experience.
• Skills: Strong consulting expertise in assessing client needs and developing strategic solutions, project management for timely and successful AI project delivery, and deep technical proficiency in AI technologies, particularly Zendesk AI products.
• Bonus: Advanced degrees or certifications in AI strategy or project management, familiarity with emerging AI trends, and the ability to distill complex AI concepts for diverse audiences.