Group Manager, Insights and Content Marketing

Zendesk

Washington, DC

Full Time

Director

141k-211k

8 days ago

Job Description

About the Role

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.

Key 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 communications 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.

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 Have

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

Qualifications

Bachelor's degree in Marketing, Communications, Research, or a related field.

Benefits & Perks

Position may be eligible for bonus, benefits, or related incentives.
Hybrid work environment enabling in-person collaboration and remote work.

Working at Zendesk

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. Zendesk is an equal opportunity employer, committed to fostering global diversity, equity, & inclusion in the workplace.

Apply Now