CIO Communications & Operations Lead

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Take charge of the comprehensive communications strategy for the CIO, including the calendar, narrative, and editorial standards.

• Provide guidance to the VP and CIO leadership team concerning messaging, timing, channels, sequencing, and potential risks.

• Compose, edit, and manage executive communications, all-hands meeting content, announcements, FAQs, talking points, presentations, pre-reads, and follow-up materials.

• Simplify complex technical, operational, workforce, and portfolio subjects for both technical and non-technical audiences.

• Oversee communication efforts across CIO functions and maintain the intake process for communications.

• Collect feedback and engagement indicators, adjusting content and channels based on the data gathered.

• Serve as a trusted delegate and strategic partner to the VP of CIO Strategy, Operations & Architecture.

• Prepare CIO leaders for significant engagements by providing briefs, decision points, stakeholder context, objectives, and follow-up actions.

• Facilitate CIO staff and leadership meetings, all-hands gatherings, AMAs, quarterly business reviews, offsites, and other leadership forums.

• Create agendas, coordinate pre-reads, document decisions and action items, and ensure follow-through.

• Identify dependencies, unresolved decisions, and risks; offer options and recommendations accordingly.

• Coordinate schedules, materials, logistics, and handoffs with executive assistants and operations leads.

• Manage sensitive information with care, maintaining executive materials, stakeholder context, decision records, and action tracking.

• Lead change planning efforts, stakeholder mapping, impact assessments, engagement plans, and adoption metrics.

• Link communications to practical enablement and coach leaders on sponsorship, sequencing, team discussions, and addressing resistance.

• Monitor change dependencies, risks, readiness, adoption, and feedback; suggest necessary adjustments.

• Utilize approved AI tools and automation for research, synthesis, drafting, meeting preparation, action tracking, translation support, and customized content creation.

• Develop AI-assisted workflows, verify AI-generated outputs, safeguard sensitive information, and evaluate productivity enhancements.

• Collaborate with program sponsors, managers, and functional leaders on communications for key initiatives from launch through sustained adoption.

• Create audience-specific communication plans and materials while coordinating communications across associated workstreams.

• Track engagement, understanding, readiness, and adoption indicators to ensure initiatives remain on course.

⛳️ Requirements

• Extensive experience in executive communications, strategic communications, change communications, or a similar field.

• Experience supporting senior executives within a complex technology organization is highly preferred.

• Professional-level English communication and writing skills, either as a native speaker or at an equivalent level.

• Proven experience advising senior leaders and translating strategy, technical topics, and organizational changes into actionable messages.

• Strong executive presence, discretion, judgment, and the ability to build trust across various levels, functions, and regions.

• Familiarity with executive meeting schedules, agenda and pre-read preparation, decision and action tracking, and complex event coordination.

• Practical experience in change management, including impact assessment, stakeholder engagement, readiness, adoption, and feedback measurement.

• Exceptional organizational and project coordination skills; ability to manage multiple concurrent priorities while ensuring accuracy and reliable follow-through.

• Proficiency with AI tools and automation, including designing effective workflows and responsibly validating outputs.

• Comfort in navigating ambiguity, shifting priorities, sensitive subjects, and a global, distributed workforce.

• Bachelor’s degree or equivalent practical experience in communications, business, organizational change, or a related discipline.

• Proficiency in Spanish is a plus.

• Must be based in and plan to work from Mexico City (CDMX) or the State of Mexico (Estado de Mexico).

• Availability for occasional early or late meetings across global time zones.

• Willingness and ability to travel to the US and other international locations, estimated at 10–15%.

🏝️ Benefits

• Flexible work arrangements allowing for partial remote work as part of Zendesk’s hybrid work model.

• Willingness and eligibility to travel to the US and other global destinations, estimated at 10–15%.