Job Description

Position Summary:

The AMER/LATAM Security & Safety Manager is responsible for overseeing physical safety and security, as well as ensuring compliance with occupational health and safety requirements across our regional offices, including San Francisco, Austin, Madison, Mexico City, and Sao Paulo, along with other smaller field sites. As a key member of the Global Security & Safety team, this role encompasses a variety of security and safety duties, including performing security and safety inspections, executing security and safety planning for corporate events, and evaluating and responding to life safety incidents.

What You’ll Be Doing

Risk Control and Compliance: Plan, implement, and verify risk control and compliance programs to ensure the adoption of safe work practices, including emergency response, workplace violence prevention, fire prevention, injury and illness prevention, and compliance with local health and safety regulations.
Leadership and Team Management: Oversee intelligence analysts, encouraging an environment that promotes excellence while providing mentorship and opportunities for growth.
Incident Investigation: Lead investigations of safety and physical security incidents within the region and assist in investigations in other regions, providing well-articulated reports, briefings, and recommended actions to address findings.
Safety Assessments: Regularly conduct physical security and health and safety assessments of offices in the region to identify and mitigate risks.
Event Security Planning: Partner with the corporate events team to provide pre-event security and safety planning, as well as on-site support for large corporate events.
Travel Risk Management: Collaborate with global partners to manage and improve our travel risk management program.
Executive Protection: Collaborate with teammates to monitor and assess potential safety or security threats to leadership, adhering to the established Executive Protection Program.
Emergency Response Team Leadership: Prepare, implement, and lead a volunteer Zendesk Emergency Response Team for offices in the region, ensuring readiness and compliance with emergency protocols.
Threat Intelligence Collaboration: Work closely with a global team of internal intelligence analysts to evaluate threat intelligence and respond effectively to life safety events, ensuring human expertise is part of critical decision-making, complementing AI-driven data synthesis.
Policy Coordination: Partner with the regional Workplace Experience team to ensure adherence to security and safety policies and procedures across all locations.
Training Development: Develop safety and emergency preparedness protocols and training for staff, liaising with local emergency services and site leaders to ensure preparedness and compliance with Zendesk policies and local laws.
Reception Security Oversight: Oversee the security staff at the reception desk at our HQ location in San Francisco, ensuring a safe and secure environment for all visitors and employees.

What You Bring To The Role

Proven Experience: 5+ years of experience leading Security or Safety programs in a global technology or creative office environment.
Communication Skills: Excellent written and oral communication skills, with the ability to convey complex information clearly.
Continuous Professional Development: A continuous history of professional development in safety management.
Analytical Skills: Understanding of OKRs, metrics collection, and analysis to drive program effectiveness.
AI & Automation Mindset: Demonstrated comfort and fluency with AI tools and emerging security technologies, coupled with the judgment to apply human-in-the-loop oversight to AI-generated insights and recommendations.
Detail-Oriented: Willingness to roll up your sleeves and engage in the details of every project.
Adaptability: Highly adaptable and flexible in response to changing needs and priorities.
Collaborative Approach: Ability to build partnerships and work collaboratively across functions.
Flexible Schedule: Capability to maintain a flexible schedule, occasionally working mornings and evenings as needed to support operations across various time zones.
Willingness to Travel: Ability to travel approximately 10% of the time.

Basic Qualifications

5+ years of experience leading security and safety programs, preferably in a multi-site or multi-country environment.
Experience overseeing security guard force operations and managing a corporate health and safety program.
Prior people-management experience in a corporate or security environment.
Excellent written and oral communication skills in English are required.
Must be highly adaptable and flexible, with the ability to respond to changing needs and priorities.
Strong ability to build partnerships and work collaboratively with regional and global internal stakeholders.
Willingness and ability to travel to regional offices and Zendesk corporate events as needed.

Preferred Qualifications

Familiarity with the S2 access control system is a plus.
In depth experience with one or more corporate security domains such as executive protection, event security, or travel risk management.
ASIS Certified Protection Professional (CPP) or other relevant industry certification
Prior military, law enforcement, or first responder experience.
Bachelor’s degree; years of experience may be substituted for education.
Experience with generative AI tools to improve security, compliance, or intelligence gathering workflows.

The US annualized base salary range for this position is $123,000.00-$185,000.00. 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.

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.

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AMER/LATAM Security & Safety Manager