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Strategy and Operations, Senior Manager, Professional Services

Zendesk · Texas, United States · 2 wk ago
RemoteRemoteInformation TechnologyFull-time

About the role

At Zendesk, we believe the future of customer success is rooted in human connection, driven by insight, and amplified by operational excellence. We are looking for a Strategy & Operations Partner within our Data and Insights group to serve as the primary architect and orchestrator for our Global Professional Services (PS) organization.

Key Responsibilities

  • Strategic Orchestration & Annual Planning: Lead the annual planning process and serve as the program manager for high-stakes strategic projects that drive global delivery objectives and outcomes.

  • Revenue Architecture & Process Development: Design and optimize the frameworks supporting offering development, PS operational standards, tooling set up and usage to drive consistent revenue integrity and ensure scalable growth.

  • Data Insights & Ecosystem Integration: Consolidate complex, multi-source data sets (from Certinia, Salesforce, Gainsight, Snowflake, and more) into unified, actionable dashboards that inform executive-level decision-making.

  • Data Collection & Management: Acquire data from primary/secondary sources, design databases, and maintain data systems to ensure integrity.

  • Data Analysis & Cleansing: Process, cleanse, and verify data to eliminate errors. Perform diagnostic analytics to explain why something happened and predictive analytics to determine future outcomes.

  • Reporting & Visualization: Create reports and interactive dashboards (using Tableau, Looker) to communicate findings to non-technical stakeholders.

  • Process Optimization: Identify inefficiencies and recommend data-driven solutions to enhance operational efficiency.

  • Data Governance: Ensure data used for analysis complies with regulatory standards and company policies.

  • Stakeholder management: Facilitate deep collaboration across senior stakeholders in the PS business and drive execution with cross-functional partners in Finance, Rev-Ops, and other Zendesk teams to ensure global alignment and synchronized execution.

  • Change Management & Excellence: Drive the adoption of new standardized workflows and tools within the PS field teams, ensuring minimal disruption and high effectiveness.

  • Project Management: Manage analytics projects from inception to completion, ensuring deliverables meet client requirements.

  • Industry Benchmarking: Provide competitive analysis and benchmarking services to help clients improve their market position.

What You Bring To The Role

  • Experience: 7-10+ years in Strategy & Operations or Professional Services Operations within a high-growth B2B SaaS environment.

  • Domain Expertise: Deep understanding of the Professional Services lifecycle, including revenue forecasting, resource management, and complex customer engagement models.

  • Strategic Thinker with Operational Rigor: Ability to balance big-picture goals with the disciplined execution of detailed tasks, moving from "reactive firefighting" to proactive execution.

  • Change Management Pro: Proven ability to lead cross-functional transitions and drive behavioral change across large, distributed field teams.

  • Communication Mastery: Exceptional ability to translate complex data and operational concepts into clear, strategic narratives for technical teams and executive leadership alike.

  • Systems and Tooling: Proficiency in SQL, Excel/Sheets, and BI tools (Looker preferred). Experience working with Certinia, Gainsight, Salesforce, or Snowflake preferred.

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