Director, Global Revenue Operations - Business Operations

Zendesk•Madison, WI

6d•Hybrid

About The Position

Zendesk is seeking a highly motivated individual to lead, drive and own internal process improvements aimed at scaling the Global Revenue Operations team. This position will support Zendesk’s growth and revenue goals by identifying and managing projects directly aimed at automating operational processes to drive efficiencies throughout the Revenue Operations, Sales and IT organizations. You will partner closely with Sales, IT, Growth & Monetization and Product Development to develop and implement operational plans throughout the organization. Reporting to the VP of Finance Transformation, the right individual will be a strong people leader that possesses a systematic program management approach, along with a results-driven mindset, strong leadership attributes, superb communication skills, an analytical background, and a desire to challenge the status quo. Within the first year, this leader will have established a clear global operating model, strengthened roadmap governance, improved process documentation and controls, increased automation and AI solutions, be leading the team with trust, and starting to lead pricing and packaging initiatives and delivered measurable improvements in Quote-to-Cash efficiency, accuracy, and stakeholder experience.

Requirements

10+ years of experience in Revenue Operations, Finance Operations, Business Operations, Business Systems, or Quote-to-Cash transformation in a SaaS or technology environment
Experience leading global or distributed teams across multiple regions and time zones
Bachelor's degree in Finance, IT, Business Administration, or closely related field
Deep understanding of Quote-to-Cash processes, including CPQ, contracting/order management, billing, provisioning, payments, collections handoffs, and data flows
Proficiency with AI tools and solutions
Demonstrated success leading complex cross-functional transformation initiatives from strategy through execution and adoption
Strong executive communication skills, with the ability to translate complex business and technical topics for senior stakeholders
Superb cross-functional experience and strong collaborative skills and the ability to work with all levels of management and across multiple and varied functional teams
Experience building operating models, governance processes, prioritization frameworks, and scalable documentation
Hands-on or business-owner experience with Salesforce, CPQ, Zuora, billing platforms, payment gateways, and related integrations
Experience with product-led growth, self-service commerce, pricing and packaging launches, SKU governance, or monetization programs
Familiarity with Agile, portfolio management, process design, controls, UAT, release management, and change management
Understand business transformation, change management and execute plans for growth
Ability to work in dynamic, fast paced, fast growing company where adaptability is imperative

Responsibilities

Own the end-to-end Quote-to-Cash (QTC) business operations roadmap, including CPQ, quote configuration, approvals, order capture, billing readiness, provisioning, payments, collections handoffs, and related data flows
Define and maintain global QTC process standards, controls, documentation, and accountability across teams
Identify friction points across the Quote-to-Cash lifecycle and lead initiatives to improve cycle time, billing accuracy, provisioning quality, payment success, customer experience, and operational scalability
Lead, develop, and scale a globally distributed Revenue Operations Business Operations team across the Americas, EMEA, and APAC
Build a strong team culture across time zones through clear communication, talent development, performance management, and consistent operating cadences
Serve as the primary point of contact for the global Revenue Operations team in understanding and prioritizing process and project alignment needs against costs
Lead cross-functional Revenue Operations strategic projects with the objective of automating and scaling existing processes/systems and maximizing revenue via pricing/packaging initiatives
Translate business needs into clear problem statements, requirements, business cases, resource asks, and delivery plans
Balance urgent operational needs with long-term transformation priorities, making tradeoffs transparent to senior stakeholders
Build strong relationships with cross-departmental leadership, including Sales Operations, IT, Growth & Monetization and Product Development, as a primary business partner for the worldwide Revenue Operations team
Partner with Finance, Accounting, Legal, Tax, and IT to ensure Quote-to-Cash processes support appropriate controls, auditability, data quality, and policy compliance
Drive improvements in master data, product/SKU governance, pricing and packaging readiness, order integrity, and downstream billing/provisioning accuracy
Utilize project management tools to provide timely updates on internal projects, product releases, and roadmaps
Establish and own strong relationships with outside key vendors such as CPQ, Billing, Collections and Credit Card Processing providers to learn of new products / features, understand existing gaps in our processes and communicate our future needs
Enhance internal reporting on key performance metrics for the worldwide Revenue Operations department with focus on actionable insights
Identify and implement continuous improvement initiatives to optimize operational processes