Manager, Business Process Analysis

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.

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.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 [email protected] with your specific accommodation request.