Manager, Engagement

Manager, Engagement role at Zendesk. Lead the Engagement Managers team in Brazil and the broader LATAM region. Responsible for ensuring project success, managing escalations, and building strong partnerships with Sales, Solution Architects, and other stakeholders to deliver exceptional outcomes. Shape and drive enterprise-level initiatives that improve processes, methodologies, and scale the business globally.

• Team Leadership & Development: Lead, coach, and develop a team of Engagement Managers in Brazil and LATAM; foster accountability, collaboration, and continuous learning; provide mentoring, performance feedback, and career development support; ensure EMs are trained in enterprise delivery methodologies (e.g., PMP, Agile, ITIL, hybrid frameworks).
• Regional Business Ownership: Own and manage project portfolio performance for Brazil and LATAM, including forecasting, quarterly target tracking, and reporting to leadership; ensure successful delivery and health of regional engagements with a focus on enterprise customers; drive operational excellence through governance, methodology adoption, and delivery consistency.
• Customer Success & Escalation Management: Serve as the primary escalation point for EM-led projects in Brazil and LATAM; partner with cross-functional teams to resolve issues quickly while ensuring an exceptional customer experience; build trusted relationships with executive stakeholders across key enterprise accounts; provide oversight for complex or high-risk projects.
• Cross-Functional Partnerships: Collaborate with Solution Architects to scope and structure engagements; partner with Sales to align expectations, drive successful implementations, and identify growth opportunities; ensure seamless collaboration between regional EMs and global Professional Services.
• Global & Regional Initiatives: Contribute to and co-lead global EM programs that improve service delivery processes, tools, and efficiency; represent Brazil and LATAM in global strategy discussions; promote adoption of enterprise program management practices across the EM team.
• Travel Requirement: Willingness to travel 25–35% across Brazil and LATAM, with occasional global travel as needed to meet customers and support delivery.

• Portuguese and English required. Spanish also preferred.
• Proven experience managing and leading Engagement Managers or project delivery teams in Brazil or LATAM.
• Track record of achieving and exceeding project delivery and revenue-related goals.
• Strong background in managing customer escalations, risk, and executive stakeholder relationships.
• Experience implementing and overseeing enterprise methodologies (PMP, ITIL, Agile, hybrid delivery models).
• Excellent Portuguese and English communication skills; Spanish a plus.
• Ability to balance customer outcomes, team capacity, and financial goals in a dynamic environment.
• SaaS, software, or technology delivery experience strongly preferred.
• Comfortable operating in a fast-paced, high-growth, global environment.

Zendesk supports a hybrid work model and offers flexible hours, remote work, and in-office collaboration. The specific in-office schedule is determined by the hiring manager. Zendesk values work-life balance and provides benefits, parental leave, and a culture focused on diversity, equity, and inclusion.

Zendesk is an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, disability, veteran status, or any other characteristic protected by law. We provide reasonable accommodations to applicants with disabilities upon request.