Senior Principal Partner Programs Manager

Job Description Senior Principal, Partner Programs & Strategy About the Job The Senior Principal Partner Programs & Strategy is responsible for architecting the evolution of the partner ecosystem, leading and scaling AI-first programs that accelerate adoption and revenue growth across the Zendesk partner landscape. This role operates as a strategic builder and transformation leader—designing and executing initiatives that expand partner impact and unlock new routes to market. You will partner closely with executive leadership, Sales, Product, Finance, Operations, Marketing, and Governance teams to shape and deliver a high-performing, AI-driven partner ecosystem. You aren’t just managing a program; you are building the engine that will power our AI-driven future. Core Responsibilities Program Architecture & Innovation Lead the redesign and execution of the Partner program with an 'AI-first' focus. Establish access for new routes-to-market through key partner channels: MSPs, Affiliates, and VARs. Own end-to-end strategy and execution of the global partner program, aligning cross-functional stakeholders to deliver at scale Design and operationalize innovative incentives, promotions, discount frameworks, and pilot programs to accelerate ecosystem growth Identify creative solutions to increase the profitability, capabilities, and overall contributions of the Zendesk partner ecosystem by aligning the Zendesk Partner program with company goals and objectives Develop and implement the strategy, policies, and value propositions for the partner distribution ecosystem to accelerate the shift of business from direct to indirect models Develop a multi-year Partner Incentives Strategy, leveraging rigorous analysis of ecosystem performance, payout data, and competitive intelligence to drive high-value partner behaviors and long-term growth Operational Excellence Collaborate cross-functionally (Sales, Ops, Finance, Legal) to establish, accurately measure, and report on critical partner program KPIs, ROI, and overall health to inform investment decisions and program evolution Define and enforce governance frameworks that improve partner productivity, scalability, and operational rigor Drive Zendesk's AI-first partner program by evolving partner program policies and structures that enable seamless engagement and performance tracking Optimize partner experience across systems and tooling, including partner portal enhancements and program workflows Collaborate with Finance, RevOps and Pricing teams to enable Outcome-Based Pricing, Deal Desk frameworks, and scalable discounting models for complex deals Identify and resolve operational friction, continuously improving efficiency, speed, and partner satisfaction Communication & Content Be a champion of Zendesk partners by owning and executing recruitment and awareness initiatives that drive last-mile execution, increase channel productivity, and fuel partner growth Develop and deliver high-impact communications for partner programs and incentives, ensuring clarity, adoption, and advocacy across partners and internal teams Lead program and product launch readiness for partners, partner sales, and direct sales teams Oversee the creation of compelling collateral (e.g., incentive guides, playbooks) that clearly articulate the business value of AI transformation to customers and partners Leadership & Collaboration Serve as a high-level thought partner to GTM and Sales leadership, delivering strategic insights and shaping next-generation partner initiatives in evolving markets Lead the annual planning process, crafting a compelling narrative on how AI-led partner investments drive sustainable growth Communicate complex, high-stakes ideas with clarity and authority, influencing executive alignment on strategy and execution Drive deep cross-functional alignment across Support, Professional Services, Product, and Marketing to embed the partner program into the broader Customer S ... (truncated, view full listing at source)