Manager, Services Consulting

We need to output HTML fragment with sections: headings

for each section present. Must not repeat job title. Must include only sections with real specific content. Must not include boilerplate like EEO, legal, etc. Must preserve all substantive info. We need to parse the job description. Key sections: - Location: Austin, Madison (maybe two locations? "Location: Austin, Madison" maybe they have multiple locations? Could be "Austin, Madison" as city? Actually "Austin, Madison" maybe they have two locations: Austin and Madison. We'll treat as location info. - Department / Team: Expert Services - Services Consulting - Reports to: Bethany Neubauer - Why This Role / Why Now (section heading) - Mission (section heading) - What You’ll Be Doing (section heading) - What You Bring To The Role (section heading) (maybe "What You Bring To The Role" is heading) - Basic Qualifications (section heading) - Preferred Qualifications (section heading) - Pay: The US annualized OTE range ... (Pay section). Must include only if posting actually states them. Yes they have pay range. - Benefits? Not explicitly mentioned besides "bonus, benefits, or related incentives" but not specific benefits. The instruction: never create Benefits section unless posting actually states them. It mentions "bonus, benefits, or related incentives" but not specific benefits like health insurance etc. Probably we should not create a Benefits section because no specific benefits listed. However they mention "bonus, benefits, or related incentives" but that's vague. I'd say we should not create a Benefits section. - Schedule? Not mentioned. So no Schedule. - Also maybe "The Intelligent Heart Of Customer Experience" is marketing fluff; we should remove boilerplate? It's not exactly boilerplate but it's generic marketing. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The marketing paragraph about Zendesk might be considered boilerplate? It's not legal/EEO but it's generic company description. Might be considered filler? The instruction says "Prefer a few substantive sections over many thin ones." The marketing paragraph may be considered not substantive for the role. Likely we should omit it. Also the paragraphs about AI screening, equal opportunity, accommodations are boilerplate to remove. Thus we keep: Location, Department/Team, Reports to, Why This Role/Why Now, Mission, What You’ll Be Doing, What You Bring To The Role, Basic Qualifications, Preferred Qualifications, Pay. We need to format location etc. Could be a short

for metadata: maybe combine location, department, reports to in a paragraph. We must not repeat job title as heading. No job title given explicitly but we can ignore. We must use

for section headings. Use

• for any list of duties/requirements/benefits. Use

  for prose. We need to decide what constitutes a list. Many bullet-like sentences in sections. For "What You’ll Be Doing": list of responsibilities separated by periods. Could turn into

  • . Similarly "What You Bring To The Role": list of attributes. Could turn into
    • . Basic Qualifications: list of items separated by periods. Could turn into
      • . Preferred Qualifications: list. Pay: just a sentence. Location/Department/Reports: maybe a

        . Mission: maybe a

        or could be a short paragraph. Why This Role/Why Now: paragraph. We must preserve all substantive information; do not invent or summarize away detail. So we need to keep the exact wording? We can rephrase slightly but must preserve meaning. Safer to copy the sentences as is, maybe split into list items. Let's extract each section content. **Why This Role / Why Now**: Original: "Customer experience is being reshaped by AI-driven capabilities, but transformation still depends on excellent consulting delivery and scalable services execution. Zendesk’s Expert Services Consulting team helps customers launch, optimize, and realize value from our solutions quickly and consistently. This role strengthens delivery discipline and team capability at a moment when predictable, high-quality professional services drive retention, expansion, and product adoption." We'll keep that as paragraph(s). Could be one

        with sentences. **Mission**: "You will lead and grow a regional expert services team that consistently delivers predictable, high-quality outcomes and accelerates customer adoption and value realization. You’ll establish clear operating rhythms, staffing discipline, and delivery standards so engagements are staffed, and executed on time and within scope—while tracking utilization, capacity, and KPIs to surface risks and drive remediation that protects retention and expansion. Working cross-functionally with other leaders, you’ll innovate scalable delivery motions, embed continuous improvement, and coach the team through change—using data and AI-enabled tools to turn insights into action and measurable business impact." Make paragraph. **What You’ll Be Doing**: List items: - Lead and scale the regional consulting team: hire, coach, develop, and retain consultants; build a culture of accountability, customer focus and high performance. - Own delivery performance and customer outcomes across your portfolio, including, staffing, configuration, design, and customer satisfaction. - Monitor and drive staffing, billable utilization, capacity planning, and delivery KPIs - Surface risks and implement remediation plans to drive retention of ongoing services packages. - Partner with cross-functional teams to drive customer adoption, expansion and retention. - Innovate services delivery motions for efficiency, scalability and quality. - Guide the team through evolving priorities, processes, and organizational shifts while maintaining performance and morale. We need to keep punctuation as in original. Some items have trailing commas etc. We'll copy each as

      • . **What You Bring To The Role**: List items: - Proven people leader: you have proven experience hiring, coaching, and retaining world class teams and helping people grow in their careers - Change, adoption, and transformation leadership: you drive organizational and customer-facing change that increases adoption, speeds time-to-value, and delivers measurable business outcomes. - Data-driven: you use adoption and health metrics to measure value, predict churn/expansion, and turn insights into practical actions. - Delivery & operational excellence: you run complex engagements end-to-end, manage utilization and capacity, and improve productivity and margins. - Cross-functional collaboration: you align and partner with cross-functional teams in GTM, operations and Product. - Hands-on orientation: you support both strategic planning and tactical delivery. - Continuous Improvement & bias for action: You relentlessly iterate on processes, and move quickly—bringing an innovative mindset to identify new opportunities, experiment with better ways of working, and turn insights into impact. Make each
      • . **Basic Qualifications**: List items: - 7+ years in Professional Services / Technical Account Management / Consulting Services/Solutions Consulting in enterprise SaaS. - 2+ years of people management experience leading customer-facing teams (typical span: 6–10 direct reports). - Proven experience managing delivery across multiple concurrent engagements with responsibility for utilization, staffing, and quality. - Excellent analytical, project management, interpersonal and communication skills with the ability to interface with the C-suite with ease. - Bachelor’s degree in Business, Computer Science, Engineering, or related field (or equivalent experience). **Preferred Qualifications**: List items: - Zendesk Administrator Certification or Experience with Zendesk configuration and implementation best practices. - Experience using and coaching teams on AI-enabled tools and workflows to improve internal processes and service delivery. - Ability to distill complex AI concepts for technical and non-technical teams. - Advanced degree (MBA) or certifications in project management, AI strategy, or relevant delivery methodologies. **Pay**: "The US annualized OTE (On Target Earnings) range for this position is $160,000.00-$240,000.00 with a pay mix of 91/9 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives." We need to keep all that. Could be a

        . Now location/department/reports: maybe a

        with "Location: Austin, Madison. Department / Team: Expert Services - Services Consulting. Reports to: Bethany Neubauer." We must not include duplicated lines. Ensure no boilerplate. Now produce HTML fragment. We'll start with maybe a

        for metadata, then sections. Order: maybe Why This Role/Why Now, Mission, What You’ll Be Doing, What You Bring To The Role, Basic Qualifications, Preferred Qualifications, Pay. We could also put metadata first. Let's craft. Be careful to escape any HTML special characters like &, <, >. The text includes "&" in "GTM, operations and Product." No &. We have "91/9". That's fine. We have "C-suite". That's fine. We have "6–10" includes an en dash; we can keep as is. We have "Bachelor’s". Contains a curly apostrophe ’ which is okay but better to use straight apostrophe? We'll keep as is; it's valid in HTML. We'll output:

        Location: Austin, Madison. Department / Team: Expert Services - Services Consulting. Reports to: Bethany Neubauer.

        Why This Role / Why Now

        Customer experience is being reshaped by AI-driven capabilities, but transformation still depends on excellent consulting delivery and scalable services execution. Zendesk’s Expert Services Consulting team helps customers launch, optimize, and realize value from our solutions quickly and consistently. This role strengthens delivery discipline and team capability at a moment when predictable, high-quality professional services drive retention, expansion, and product adoption.

        Mission

        You will lead and grow a regional expert services team that consistently delivers predictable, high-quality outcomes and accelerates customer adoption and value realization. You’ll establish clear operating rhythms, staffing discipline, and delivery standards so engagements are staffed, and executed on time and within scope—while tracking utilization, capacity, and KPIs to surface risks and drive remediation that protects retention and expansion. Working cross-functionally with other leaders, you’ll innovate scalable delivery motions, embed continuous improvement, and coach the team through change—using data and AI-enabled tools to turn insights into action and measurable business impact.

        What You’ll Be Doing

        • Lead and scale the regional consulting team: hire, coach, develop, and retain consultants; build a culture of accountability, customer focus and high performance.
        • Own delivery performance and customer outcomes across your portfolio, including, staffing, configuration, design, and customer satisfaction.
        • Monitor and drive staffing, billable utilization, capacity planning, and delivery KPIs
        • Surface risks and implement remediation plans to drive retention of ongoing services packages.
        • Partner with cross-functional teams to drive customer adoption, expansion and retention.
        • Innovate services delivery motions for efficiency, scalability and quality.
        • Guide the team through evolving priorities, processes, and organizational shifts while maintaining performance and morale.

        What You Bring To The Role

        • Proven people leader: you have proven experience hiring, coaching, and retaining world class teams and helping people grow in their careers
        • Change, adoption, and transformation leadership: you drive organizational and customer-facing change that increases adoption, speeds time-to-value, and delivers measurable business outcomes.
        • Data-driven: you use adoption and health metrics to measure value, predict churn/expansion, and turn insights into practical actions.
        • Delivery & operational excellence: you run complex engagements end-to-end, manage utilization and capacity, and improve productivity and margins.