Senior Business Operations Lead

Job Description

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, technica