Mobile & Conversational Messaging Product Lead at Zeta Global. Responsible for defining and scaling strategy across SMS, WhatsApp, and Mobile Push while leading platform development.
About the role
- Director Digital Workplace Services overseeing global IT operations and major service transformation initiatives. Enhancing end-user experience and deploying AI-enabled service capabilities across diverse environments.
Responsibilities
- Direct global Service Desk, onsite support, and field services across 160+ countries.
- Oversee MSP/vendor performance, SLAs/XLAs, operational KPIs, and financial governance.
- Advance AI-enabled service delivery, automation, self-service, and digital deflection.
- Lead digital experience initiatives leveraging DEX platforms, sentiment analytics, and workflow automation.
- Provide oversight for endpoint management, PC lifecycle planning, and hardware/software provisioning.
- Manage major vendor relationships, RFPs, and contract negotiations driving cost optimization.
- Partner with Cyber, Finance, Procurement, and Manufacturing to align strategy and ensure operational readiness.
- Lead global teams while communicating priorities and progress to executive stakeholders.
Requirements
- Bachelor’s degree
- 10+ years in IT operations, service delivery, or end-user services leadership
- 5+ years of experience managing multiple teams and Managed Services Providers (MSP)
- 5+ years of experience in IT Operations or digital workplace technologies
- 2+ years of experience implementing AI/automation in service delivery environments
Benefits
- Health Care benefits: Medical, Dental, Vision; wellness incentives
- Retirement benefits
- Time Off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty; military leave; purchased vacation
- Disability: Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Tax-Advantaged Accounts: Health Savings Account; Healthcare Spending Account; Dependent Care Spending Account
- Tuition Assistance
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