Senior Manager, Benefits

Job Description

The Senior Manager, Global Benefits is responsible for leading the design, execution, and continuous evolution of the organization’s global benefits strategy and programs. This role oversees a team of Benefits Program Managers and ensures high-quality delivery of benefits programs that attract and retain top talent, enhance employee wellbeing, and align with enterprise strategy and financial objectives.

This leader balances strategic direction with operational excellence — setting vision, establishing priorities, and driving execution across global programs while fostering innovation, compliance rigor, financial stewardship, and an exceptional employee experience. The ideal candidate brings strong people leadership capability, deep benefits expertise, global regulatory knowledge, and the ability to translate strategy into scalable, high-impact programs.

Duties & Responsibilities

Strategic Leadership & Program Direction

• Develop and evolve the global benefits strategy aligned with organizational goals, talent strategy, and financial parameters.

• Partner with senior HR, Finance, and business leaders to ensure benefits programs support workforce strategy and long-term business objectives.

• Assess market trends, regulatory shifts, and competitive positioning to inform strategy and program enhancements.

• Lead multi-year roadmap planning for global benefits, including program design evolution, vendor optimization, and technology enablement.

• Provide thought leadership on total rewards philosophy and future-forward benefits design.

Team Leadership & Capability Building

• Lead, coach, and develop a high-performing team of 4–5 Benefits Program Managers.

• Set clear goals, establish accountability, and ensure effective execution across global initiatives.

• Foster collaboration, knowledge-sharing, and consistent standards across regions.

• Drive professional development and succession planning within the team.

Program Execution & Operational Excellence

• Oversee the design, implementation, and administration of global benefits programs including health, risk, retirement, leave, wellbeing, and statutory offerings.

• Ensure programs are delivered through efficient, scalable operating models that create a consumer-grade employee experience.

• Guide the team in managing employee escalations and complex cases in partnership with People Operations.

• Partner cross-functionally with Payroll, HRIS, IT, Legal, and Finance to ensure seamless operationalization.

• Establish governance frameworks and performance standards for consistent execution globally.

Vendor & Financial Management

• Oversee vendor strategy, broker relationships, contract negotiations, renewals, and performance management.

• Ensure vendor accountability through service-level monitoring and regular performance reviews.

• Lead financial planning, forecasting, and cost management for global benefits programs.

• Identify cost optimization opportunities while maintaining competitive positioning and employee value.

Compliance & Risk Management

• Ensure adherence to global statutory requirements and regulatory frameworks (e.g., EEOC, ADA, HIPAA, GDPR and country-specific requirements).

• Oversee audits, reporting obligations, and governance committees (e.g., retirement committees).

• Proactively identify and mitigate compliance risks.

Data, Insights & Continuous Improvement

• Drive a data-informed approach to program evaluation and optimization.

• Establish key performance indicators and metrics to measure program effectiveness and employee engagement.

• Leverage analytics to guide strategic decisions and demonstrate program impact to leadership.

• Lead global initiatives to continuously elevate benefits strategy, execution standards, and employee experience.

Required Qualifications

• Bachelor’s degree in Human Resources, Business, or related field, or equivalent experience.

• 10+ years of progressive experience in Benefits or Total Rewards, including demonstrated leadership experience.

• Experience managing and developing high-performing teams.

• Deep knowledge of global statutory benefits requirements and regulatory compliance frameworks.

• Strong expertise in benefits program design and management across health, risk, retirement, leave, and wellbeing programs.

• Strong financial acumen, including budgeting, forecasting, and cost modeling.

• Proven ability to translate strategy into scalable, operationally sound programs.

• Experience leading vendor negotiations and managing complex vendor ecosystems.

• Strong analytical and decision-making skills, with the ability to interpret complex data sets.

• Excellent written and verbal communication skills with ability to influence senior stakeholders.

• Strong change management capability and experience leading enterprise-wide initiatives.

• Proficiency in HRIS and benefits administration systems.

• Strong process design and continuous improvement orientation.

• High cultural awareness and ability to lead programs across diverse global populations.

• Ability to balance employee advocacy with business objectives in a fast-paced environment.

• Demonstrated growth mindset and learning agility.

Preferred Qualifications

• Experience leading global benefits strategy in a multinational organization.

• Ability to operate with a “global mindset, local execution” approach.

• Experience presenting to executive leadership and governance committees.

• Advanced ability to synthesize complex data into clear, actionable recommendations.

• Creative, forward-thinking approach to benefits innovation and employee experience design.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.