Agile Scrum Master

Lead Agile teams in delivering business value through continuous delivery, team empowerment, and a strong foundation in Scrum principles. The Scrum Master will serve as a servant leader and Agile coach, fostering high team performance, facilitating transparency, and ensuring the team's work aligns to organizational goals and planning cycles. This role also requires coordination across teams and active participation in delivery and stakeholder alignment.

**Key Responsibilities**:
1. Scrum Framework Execution (Detailed)
- Facilitate Sprint Planning: Guide the team and Product Manager in defining sprint goals and selecting backlog items based on capacity and priority. Ensure sprint commitments are realistic and achievable
- Conduct Daily Stand-Ups: Lead focused, time-boxed daily scrums. Help surface blockers, track progress, and drive daily alignment
- Manage Sprint Execution and Progress: Monitor burndown, team capacity, and sprint goal alignment. Escalate risks or delivery concerns as needed
- Ensure Alignment with Master Schedule: Validate that sprint goals ladder up to the overall roadmap, release plans, and quarterly planning cadence. Coordinate with other teams or stakeholders to manage dependencies
- Facilitate Sprint Reviews: Support the Product Manager in demoing completed work and gathering feedback from stakeholders. Encourage continuous alignment and engagement
- Lead Sprint Retrospectives: Create a safe environment for the team to reflect and improve. Track improvement items and ensure follow-through in future sprints
- Protect Sprint Integrity: Shield the team from scope creep and external distractions. Reinforce sprint boundaries and focus on commitments
- Maintain Agile Tooling & Visibility: Ensure Jira or equivalent tools are up to date. Drive visibility through sprint dashboards, burndown charts, and progress indicators accessible to stakeholders

2. Team Coaching & Development
- Foster a collaborative, self-managing team culture rooted in Agile values and psychological safety
- Coach team members in Agile best practices and shared ownership of delivery goals
- Facilitate constructive conflict resolution to support team cohesion and psychological safety
- Support ongoing retrospectives and implementation of team-driven improvements
- Encourage team engagement and healthy accountability through visual metrics and ceremonies

3. Stakeholder Engagement & Inter-Team Collaboration
- Act as a connector between the development team, Product Manager, business stakeholders, and other Scrum Masters
- Facilitate clear communication and alignment with stakeholders at all levels
- Coordinate with other Scrum teams in scaled environments to manage dependencies and enable aligned delivery

4. Product Manager Support
- Partner with the Product Manager to refine, prioritize, and break down backlog items into actionable user stories
- Ensure shared understanding between the PM and the team on sprint goals and deliverables
- Support backlog health, story readiness, and continuous prioritization throughout each sprint
- Mentor the PO and stakeholders in Agile thinking, outcome alignment, and effective delivery

5. Metrics & Continuous Improvement
- Track and present key delivery metrics, including:

- Sprint velocity
- Sprint goal completion rate
- Burndown charts
- Cycle time, lead time, and WIP
- Blocker frequency and impact
- Sprint carryover rate
- Retrospective follow-up tracking
- Partner with the Product Manager to align delivery metrics with quarterly goals, key results (KRs), and business value

Facilitate quarterly retrospectives and delivery reviews to identify patterns and improvement opportunities

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, ance