Zendesk Operations & Strategy Analyst

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
 

How we LEAD:

We’re looking for a Zendesk Operations & Strategy Analyst to join our internal UMG Zendesk team and support one of our key eCommerce partners. This role blends technical expertise with strategic insight, ensuring Zendesk aligns with business goals, elevates customer experiences, and empowers our teams.

This role follows a hybrid work model, balancing remote flexibility with in-person collaboration. Team members are expected to be on-site at our Philadelphia office for at least 3 days per week.

How you'll CREATE:

• Configure, administer, and optimize Zendesk, including workflows, automations, triggers, SLAs, macros, and reporting
• Maintain and improve ticketing workflows to increase efficiency for both agents and end users
• Manage user roles, permissions, and system access in alignment with security and compliance standards
• Partner cross-functionally with stakeholders to identify opportunities for workflow improvements, automation, and self-service expansion
• Leverage reporting and analytics to track performance, identify trends, and recommend enhancements
• Troubleshoot technical issues in collaboration with the UMG Zendesk Admin Lead and Zendesk Support
• Serve as the Zendesk subject matter expert (SME), providing training, guidance, and support to agents, administrators, and business stakeholders, including eCommerce partners
• Stay informed on new Zendesk features, updates, and best practices to drive platform adoption and continuous improvement

Bring your VIBE:

Skills & Abilities:

• Hands-on expertise in Zendesk administration, configuration, and optimization
• Strong knowledge of the Zendesk Suite (Support, Guide, Explore, Talk, Chat) and experience with SDKs and APIs
• Experience with API-based integrations and middleware platforms
• Proven ability to translate business requirements into effective technical solutions
• Track record of improving processes, adoption, and customer experiences within Zendesk
• Strong understanding of customer service operations and best practices
• Skilled in reporting, analytics, and dashboard creation to guide decision-making
• Excellent problem-solving abilities with high attention to detail
• Effective communicator, with demonstrated success in cross-functional collaboration
• Experience leading or contributing to cross-functional projects involving multiple stakeholders

Experience:

• 3+ years of experience in Zendesk administration
• Expertise in configuring workflows, automations, triggers, SLAs, macros, and roles
• Demonstrated success aligning Zendesk capabilities with strategic business objectives
• Experience generating insights and recommendations through data analysis and reporting
• Background in customer support, operations, or CX strategy preferred Education & Certification
• Bachelor’s degree (or equivalent experience) in IT, Engineering, or a related technical field
• Zendesk Administrator Certification preferred (past or current), but not required

Perks Playlist:

• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit

• Comprehensive medical, dental, vision, and FSA options, as well as:

  • 100% coverage for out-patient mental health services

  • Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)

  • A lifetime fertility support allowance of $30,000 to plan participants

  • Student Loan Repayment Assistance and Tuition Reimbursement

  • 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation

• Variety of ways to prioritize much-needed time away from work including:

  • Flexible Paid Time Off (PTO) for exempt employees

  • 3-weeks PTO for non-exempt employees

  • 2-weeks paid Winter Break

  • 10 Company Holidays (including Juneteenth and Wellbeing Day)

  • Summer Fridays (between Memorial Day and Labor Day)

  • Generous paid parental leave for every type of parent

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.
Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

Salary Range:

The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.  All candidates are encouraged to apply.