Senior Principal Partner Programs Manager

Zendesk•Washington, DC

4d•Hybrid

About The Position

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.

Requirements

15+ years of experience in partner programs, channel strategy, or ecosystem leadership within SaaS or enterprise technology
Experience leading major route-to-market transformations (e.g., Direct to Indirect, Sales-led to Product-/Success-led growth)
Proven ability to formalize scalable processes and build programs designed for long-term growth and operational efficiency
Strong cross-functional leadership experience across Engineering, Finance, Legal, and Sales, delivering both strategic vision and operational execution
Deep expertise across resale, referral, enablement, and partner recruitment models
Demonstrated success driving revenue growth and increasing partner contribution aligned to company strategy
Executive presence with the ability to influence senior leadership and clearly articulate complex partner value propositions
Strong analytical mindset with the ability to translate KPIs, data, and insights into measurable business outcomes
Bachelor’s degree required

Nice To Haves

MBA preferred

Responsibilities

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
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
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
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 Success and GTM strategy
Foster a culture of accountability, data-driven decision-making, and operational excellence across the partner ecosystem