We're looking for a dynamic Business Operations Manager to drive large-scale impact and transform post-sale customer experiences at Zendesk. In this role, you'll lead key projects, focusing on GTM strategy and effectiveness of CX products while partnering with cross-functional teams across the company. With a strong understanding of CRM, SaaS products, and the ability to execute strategic roadmaps, you’ll synthesize complex information, manage cross-functional projects, and drive innovation. Your expertise in business operations, communication, and project management will ensure our operational processes align with our go-to-market strategy.
Qualifications
Experiences: 8+ years of experience in management consulting, business operations, or equivalent roles; bonus points for experience in operations-heavy projects
Able to work independently and even coach others on their process
Able to synthesize complex information from multiple sources and synthesize into a story-line that others can understand and communicate downstream
Communication: ability to communicate effectively to executive level
Strong understanding of CRM and SaaS market, products, and processes; ability to adjust and apply this knowledge in a dynamic environment
Execute the strategic roadmaps, aligning with organizational objectives and priorities
Ability to collaborate, implement and manage performance and expectations within a cross-functional, matrix management environment
Ability to create and manage complex cross-functional projects in a matrixed structure
Ability to put sophisticated processes into clear recommendations, use data to generate insights and recommendations
Proven track record of successfully delivering multiple programs simultaneously, building appropriate relationships, processes and tools
Outstanding organizational, communication, interpersonal, relationship building skills conducive to collaboration; able to work well in a cross-functional, matrix management environment
Strong aptitude to pick up new technologies and methodologies
Energetic self-starter passionate about professional integrity and excellence with a positive attitude and contagious enthusiasm
Excellent problem solving skills with a history of hands-on, detailed orientation
Thrive in a dynamic, fast-paced, environment where you must take on multiple responsibilities and do what it takes to get things done
Knowledge of common PM tools (Smartsheets, PowerPoint, Excel, Word, Google docs, Lucid charts or other process documentation software)
Exhibit curiosity, vision, business judgment, flexibility, understanding of the business, and ability to drive quality cross-functional deliverables
Desire to partner with technology and business teams to define strategy and requirements, scope, and shepherd initiatives
Responsibilities
We are looking for a Business Operations Manager to help drive large-scale impact and transform our business processes with post-sale customer experiences
This role will focus on projects to drive attach rate for post-sale CX products (services, Premier, and others)
You will partner and work directly with cross-functional organizations company-wide
You’ll use your knowledge and skills to define and drive execution of key initiatives & communicate business impact
Your ability to measure and action on data will be an essential aspect of the role
Your experience will bring a strong sense of forward looking vision, clear judgment in managing risk, driving deliverables and making adjustments when needed to stay on track as we align operational processes to our GTM strategy!
Lead: functional business and design requirements
Be the “Go To” in leadership, transparency and visibility for the program
Drive: people across multiple teams to stay focused and moving forward on strategic goals while you aggressively manage dependencies and remove obstacles that stand in between
See: around corners and anticipate risks
Find and resolve the issues before they become blockers
Partner: drive healthy relationships with diverse business, technical & non-technical roles spanning all organizational levels
Leverage your relationships to ensure innovative business and technical product solutions
Influence: a diverse set of stakeholders with your excellent relationships, commitment to driving good decisions
Innovate: and contribute to the evolution of our advancing Technology strategy across the company
Be a catalyst for change and challenge others in the organization to change
Build and manage repeatable and scalable enablement programs and strategies for your audiences
Work together with Leadership to drive enablement material for our internal and external audiences
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.
The US annualized base salary range for this position is $130,000.00-$196,000.00. 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.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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
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.