Job Description

Zendesk is built on a unique combination of powerful software and human ability, which allows us to strike the perfect balance of innovation and empathy. It’s what Zendesk is known for, and it’s why we're known as the intelligent heart of customer experience. Reporting to the Senior Director of Lifecycle Marketing, we are seeking an experienced Group Manager, Localization. In this role, you will set the vision for transcreation and localization efforts, lead execution, and ensure that our global customers receive a seamless and consistent experience across languages and regions.

Key Responsibilities

Strategy and Leadership
- Set the vision and develop a comprehensive localization strategy and enhance the user experience across multiple languages and regions.
- Lead the localization process from strategy through execution, ensuring the delivery of high-quality localized content in alignment with business goals.
- Develop data-driven localization frameworks to support the seamless translation and cultural adaptation of campaigns and marketing materials across diverse markets.
- Drive innovation with AI and other technologies to increase speed to market, scalability and ROI
- Collaborate cross-functionally to ensure localized content meets the needs of different regions and contributes to the overall customer experience.
- Foster a high-performing team culture, providing coaching, mentorship, and professional development opportunities to ensure the success of your team.
Quality Control and Process Improvement
- Manage quality assurance processes, ensuring linguistic accuracy, cultural appropriateness, and alignment with local regulatory requirements.
- Continuously refine processes, introducing best practices, tools, and technologies to improve efficiency and scalability.
- Maintain relationships with external localization vendors, ensuring timely delivery and adherence to quality standards.
Data Analysis, Reporting and Insights
- Monitor, analyze, and report on the performance of localized campaigns, using insights to drive continuous improvements.
- Leverage data from Global Campaign, Sales, Analytics, and Field Marketing teams to inform localization strategies and refine approaches based on performance insights.
- Empower team members with tools and insights to support data-driven decision-making and ensure continuous improvement in localization efforts.

Requirements

10+ years experience in localization or related fields
Experience at B2B SaaS company preferred
Exceptional leadership skills with proven ability to build and lead high performing teams
Results-oriented with track record of delivering impactful strategies and results
Highly collaborative team player with outstanding communication and interpersonal skills able to work globally
Strong analytical skills, able to draw actionable insights from data and optimize for greater ROI

The US annualized base salary range for this position is $134,000.00-$202,000.00. 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.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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.

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Group Manager, Localization