Manager, Business Process Analysis

Job Description

The Business Process Manager role will be responsible for leading ongoing transformation efforts focused on the evolution of Zendesk’s business operations, and core business processes. This role will be a key people Manager to champion the customer experience by analyzing, identifying, and implementing improvement opportunities across Zendesk’s Customer Operations.

Responsibilities :

Manage, coach, and develop a team of continuous improvement and business process Analysts; set goals, provide feedback, and build growth plans.

Establish operating rhythms (standups, 1 : 1s, backlog / portfolio reviews) that support synchronous and asynchronous work across time zones.

Foster a culture of measurable, iterative improvement, psychological safety, and continuous learning.

Lead various continuous improvement activities across Zendesk’s continuous improvement lifecycle stages of analysis, discovery, implement, measure, and sustain.

Lead the coordination and achievement of business goals pertaining to Operational Excellence customer improvements.

Own portfolio intake, prioritization, and capacity planning; balance quick wins with transformational initiatives.

Create standards and enhance the team in the understanding and deployment of Continuous Improvement & business process management practices.

Build business cases, charters, and ROI models linked to GRR, CSAT / NPS, AHT, FCR, quality, and cost.

Assist with the development of improvement tools and templates, and maintain a set of common process improvement tools that can be shared to other working teams

Performs ongoing reviews, and presentations with leadership to ensure common understanding and expectations

Builds and maintains relationships with key stakeholders to identify areas of opportunity for improvement

Delivers recommendations based on initiative outcomes and results

Partners closely with Workforce Optimization leaders for implementation of various initiatives and measurement of success

Experience

7+ years of Business Operations, Project and / or Process Management experience

2+ years people management experience leading Continuous Improvement, Process Improvement, and Business Operations teams mentoring senior ICs.

Demonstrated delivery of complex cross-functional programs with quantified outcomes (e.g., GRR, CSAT / NPS, AHT, FCR, cost-to-serve).

Proficiency with CI / Lean methods : process mapping, value stream analysis, root cause analysis, experimentation, control / sustain.

Strong program / project management : portfolio management, chartering, dependency / risk management, benefits realization.

Proficient use of Google Suite, including Sheets, Slides, and Docs

Proficient  use of project management tools (e.g. :   Smartsheet, Asana, Jira, Confluence).

Where We Work

Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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.