Description
Zendesk's Professional Services team delivers services to onboard customers quickly and ensure they derive value on an ongoing basis. The Resource Manager role partners with delivery leaders, engagement managers, and internal teams to turn project demand into clear plans and resource assignments.
Responsibilities:
- Manage project demand: Monitor services opportunity pipeline and upcoming work to anticipate project setup needs and resource demand.
- Validate requirements: Partner with sales, delivery leaders, and project managers to confirm project scope, timing, roles, skills, and staffing requirements.
- Create and maintain projects: Set up projects in the PSA platform, keeping project details, roles, forecasts, and resource plans accurate.
- Coordinate resource assignments: Assign resources to project roles in partnership with delivery leads and project managers.
- Improve assignment decisions: Use capacity and demand data to identify constraints and recommend resource changes.
- Support capacity planning: Maintain visibility into resource capacity, demand forecasts, utilization, and staffing risks.
- Advance AI-enabled workflows: Identify opportunities to use AI and automation to simplify project creation and resource assignment.
- Use AI tools thoughtfully: Apply tools like ChatGPT, Claude, Codex, and Gemini to build or use skills, projects, and workflows.
- Connect systems and data: Explore integrations and workflows across tools like Salesforce, Certinia, Snowflake, Streamlit, and Gainsight.
- Test and refine solutions: Evaluate AI-enabled process improvements and measure their impact.
- Support utilization and time processes: Ensure project plans, resource forecasts, and time-related information accurately reflect the work being delivered.
- Build strong partnerships: Develop trusted working relationships with Professional Services delivery leaders and team members.
- Improve processes: Contribute to broader initiatives that make Professional Services operations more consistent, efficient, and scalable.
Requirements:
- 2-4 years of resource management, project coordination, or project management experience.
- Experience using a Professional Services Automation or resource management platform.
- Hands-on experience using generative AI tools like ChatGPT, Claude, Codex, or Gemini.
- Practical AI building experience: Creating or using ChatGPT skills, projects, or comparable reusable AI workflows.
- Process improvement: A track record of simplifying processes and helping teams adopt more efficient ways of working.
- Communication: Clear, concise verbal and written communication skills.
- Partnership and influence: Strong interpersonal skills and the ability to build trust and resolve conflicts.
- Organization and judgment: Strong attention to detail and sound problem-solving skills.