CX Operations Manager

Zendesk•Madison, WI

2d•$116,000 - $174,000•Hybrid

About The Position

The CX Strategy & Operations Team at Zendesk accelerates customer value, adoption, and retention by enabling the Customer Success organization to operate with consistency at global scale. We do this through tooling, automation, processes and enablement - all in service of our goal of delivering best-in-class customer experience. We are looking for a CX Operations Manager to support Zendesk’s Professional Services organization. You will drive the business direction and day-to-day effectiveness of Certinia, our Professional Services platform, while partnering with IT on technical administration and system changes. You will also build the analytics and forecasting insights that help PS leaders understand expected revenue, performance against plan, and the drivers of change. The role combines hands-on systems and process work with analytical problem solving. You will translate the needs of PS leaders and users into clear requirements, useful reporting, and practical improvements.

Requirements

7+ years of experience in operations, business systems, Professional Services operations, or a related analytical role.
Experience owning or improving a business-critical SaaS platform; Certinia (FinancialForce), or another PSA/CRM platform experience is strongly preferred
Ability to translate business processes into clear system requirements and work effectively with technical administrators without needing to own deep engineering work.
Strong analytical skills and experience with forecasting, revenue or financial analysis, variance analysis, and communicating drivers of business performance.
Experience building dashboards and reports with tools such as Certinia, Salesforce, Snowflake and Streamlit; comfort querying and validating data with SQL or comparable tools is a plus.
Ability to work with complex, imperfect data, investigate discrepancies, and establish clear definitions and repeatable processes.
Clear written and verbal communication skills, sound judgment, strong follow-through, and the ability to influence across teams.

Responsibilities

Own the business strategy, roadmap, and success measures for Certinia, ensuring the platform supports Professional Services priorities and operating processes.
Partner with IT and system administrators on requirements, configuration, integrations, access, releases, testing, and issue resolution; bring business context and ensure changes are sustainable.
Perform light administration and configuration within the agreed governance model, such as maintaining business rules, workflows, fields, reports, and user-facing settings; escalate technical, security, or integration work to IT.
Partner with PS stakeholders to improve processes supported by Certinia, including project setup, resource planning, time and expense capture, project health, forecasting, and revenue visibility.
Prioritize enhancement requests based on business value, user impact, risk, and effort. Coordinate user acceptance testing, release communications, documentation, and adoption support.
Lead the identification, evaluation, and adoption of AI-enabled delivery capabilities, automation solutions, and scalable implementation methodologies that enhance efficiency, consistency, and customer outcomes.
Build and maintain reports and dashboards that provide clear visibility into professional services KPIs and business metrics.
Develop a strong understanding of the underlying data across Certinia, Salesforce, and relevant finance or analytics systems.
Support repeatability and efficiency of forecasting and reporting through strong data practices, process improvements, and fit-for-purpose automation.
Prepare concise analyses and leadership-ready materials that support planning, prioritization, and operational decisions.