Hybrid Web Information Architecture Manager bei Zendesk

Job Description

About the Role

We are looking for a Web Information Architecture Manager to define and optimize the structure, navigation, and taxonomy of our website www.zendesk.com, ensuring a seamless and intuitive user experience. This role will be focused on defining and optimizing website structure, navigation, and taxonomy.s. You will work cross-functionally with marketing, Creative/Design, UX, and Web engineering teams to enhance user experience, findability, usability, and conversion rates.

What You’ll Do

• Develop and maintain information architecture for the website.

• Own site navigation, taxonomy, and URL structures to improve usability and SEO.

• Collaborate with UX, content, SEO, and design teams for a seamless customer journey.

• Define and manage metadata and tagging strategies for improved searchability.

• Conduct user research, card sorting, and tree testing to validate IA decisions.

• Analyze web analytics and user behavior to identify improvement opportunities.

• Ensure content organization consistency aligned with brand messaging and goals.

• Partner with web engineering for implementation of IA improvements.

• Lead content migration and restructuring during platform transitions or updates.

• Stay updated on best practices in information architecture, UX, and SEO.

What You Bring

• 5+ years of experience in information architecture, UX, content strategy, or web strategy in B2B SaaS or enterprise environments.

• Strong understanding of website navigation, taxonomy, and user experience principles.

• Experience in conducting user research and usability testing.

• Familiarity with web analytics tools (e.g., Google Analytics, Adobe Analytics, Hotjar).

• Understanding of SEO best practices, including site structure and internal linking.

• Experience with CMS platforms (e.g., AEM, WordPress) and structured content models.

• Proven ability to collaborate cross-functionally with various teams.

• Excellent problem-solving and communication skills, capable of simplifying complex structures.

Nice to Have

• Experience with Adobe Experience Manager (AEM) or other enterprise CMS platforms.

• Background in conversion rate optimization (CRO) and demand generation.

• Familiarity with AI-driven search, personalization, and content recommendation systems.

#LI-MJ1

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

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.

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.