Description
Zendesk's Professional Services Operations team is seeking a senior, highly autonomous operator to serve as the primary business partner for SOW-based professional service business. You will own the effectiveness of deal review and approvals, delivery methodology and quality, and effectiveness of day-to-day processes and results, all while building strong partnerships across Services and improving how work gets done.
Responsibilities:
- Partner with delivery leadership to build a deep understanding of the practice area's priorities and challenges
- Own and improve deal review and approvals, including workflows, stakeholder handoffs, operating guidance, and performance
- Develop dashboards, scorecards, and exception reporting to give leaders actionable visibility into business performance, process health, and emerging bottlenecks
- Strengthen PS Ops operating backbone by improving workflows, ownership, data quality, system adoption, and handoffs across the delivery lifecycle
- Establish scalable operating rhythms by working across Professional Services, Customer Success, Finance, Sales, and other partner teams
- Transform how we work with AI by thinking creatively about applying AI tools and automation to PS Ops and Global Services workflows
- Build practical AI capabilities using tools such as ChatGPT, Claude, Codex, Gemini, and Microsoft Foundry
- Drive responsible adoption of AI-supported workflows
- Model high ownership by identifying what needs to change, recommending a path forward, and driving solutions through implementation and adoption
Qualifications:
- Significant experience in Professional Services Operations, business operations, Revenue Operations, PMO, or a related SaaS operations function
- Record of independently owning complex, cross-functional work and delivering results in ambiguous environments
- Experience improving operational workflows, systems, reporting, or governance in a customer-facing or services organization
- Familiarity with Professional Services measures such as utilization, capacity, backlog, forecast accuracy, delivery health, and services performance
- Hands-on experience with PSA, CRM, or project delivery systems
- Strong analytical skills and the ability to combine data from multiple systems, identify trends, and turn findings into practical recommendations