Group Manager, Insights and Content Marketing

Zendesk

132d • $141,000 - $211,000 • Remote

About The Position

Zendesk is seeking a strategic and inspiring Group Manager, Thought Leadership & Insights to elevate our market presence and shape the future of customer service. This role is perfect for a leader who thrives at the intersection of research, storytelling, and AI innovation—and who can turn complex data into compelling narratives that influence the industry. The ideal candidate is an experienced insights leader with a sharp editorial sensibility, a track record of publishing high-impact thought leadership, and the ability to guide a team to deliver research that establishes Zendesk as a recognized authority in AI-powered service.

Requirements

• Bachelor's degree in Marketing, Communications, Research, or a related field.
• 8+ years of experience in research, insights, or thought leadership, with 3+ years in a leadership role.
• Proven success delivering qualitative and quantitative first-party research that drives external visibility and internal decision-making.
• Strong storytelling and editorial skills, with the ability to shape narratives that resonate with business and technical audiences.
• Experience leading and developing teams in a fast-paced, collaborative environment.
• Deep knowledge of research methodologies, analytics, and data visualization.

Nice To Haves

• Background in B2B SaaS or technology sectors.
• Experience with technology trend spotting.
• Understanding of media, analyst, and influencer ecosystems to extend thought leadership reach.

Responsibilities

• Lead Zendesk's first-party research program to uncover customer behavior, market dynamics, and industry trends.
• Design and oversee surveys, interviews, and studies with rigor and methodological excellence.
• Translate insights into actionable takeaways for executives, product teams, and customers.
• Define and drive a cohesive thought leadership agenda aligned with Zendesk's brand and business priorities.
• Create high-impact reports, whitepapers, and executive briefs that highlight the role of AI in customer and employee experience.
• Partner with product, marketing, and comms teams to bring research insights to life across multiple channels.
• Manage and mentor a team of researchers, analysts, and content strategists.
• Set clear goals, provide feedback, and cultivate a culture of curiosity, innovation, and execution.
• Balance strategic long-term initiatives with rapid-turn insights that respond to market needs.

Benefits

• Eligible for bonus, benefits, or related incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree