Strategy and Operations, Senior Manager, Professional Services

Job description

Job Description

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.

In this high-impact role, you will be the primary business partner to our SVP of Professional Services, bridging the gap between frontline delivery teams and strategic execution. You aren't just managing tasks; you are designing the "connective tissue" that ensures our Pro-Serve team hits its objectives, KPIs, and revenue outcomes through sophisticated data insights and robust process development.

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: Acquiring data from primary/secondary sources, designing databases, and maintaining data systems to ensure integrity.

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