Manager, Business Process Analysis

Zendesk • Madison, WI

126d

About The Position

The Business Process Manager role will be responsible for leading ongoing transformation efforts focused on the evolution of Zendesk’s business operations, and core business processes. This role will be a key people Manager to champion the customer experience by analyzing, identifying, and implementing improvement opportunities across Zendesk’s Customer Operations.

Requirements

• 7+ years of Business Operations, Project and/or Process Management experience.
• 2+ years people management experience leading Continuous Improvement, Process Improvement, and Business Operations teams mentoring senior ICs.
• Demonstrated delivery of complex cross-functional programs with quantified outcomes (e.g., GRR, CSAT/NPS, AHT, FCR, cost-to-serve).
• Proficiency with CI/Lean methods: process mapping, value stream analysis, root cause analysis, experimentation, control/sustain.
• Strong program/project management: portfolio management, chartering, dependency/risk management, benefits realization.
• Proficient use of Google Suite, including Sheets, Slides, and Docs.
• Proficient use of project management tools (e.g.: Smartsheet, Asana, Jira, Confluence).

Responsibilities

• Manage, coach, and develop a team of continuous improvement and business process Analysts; set goals, provide feedback, and build growth plans.
• Establish operating rhythms (standups, 1:1s, backlog/portfolio reviews) that support synchronous and asynchronous work across time zones.
• Foster a culture of measurable, iterative improvement, psychological safety, and continuous learning.
• Lead various continuous improvement activities across Zendesk’s continuous improvement lifecycle stages of analysis, discovery, implement, measure, and sustain.
• Lead the coordination and achievement of business goals pertaining to Operational Excellence customer improvements.
• Own portfolio intake, prioritization, and capacity planning; balance quick wins with transformational initiatives.
• Create standards and enhance the team in the understanding and deployment of Continuous Improvement & business process management practices.
• Build business cases, charters, and ROI models linked to GRR, CSAT/NPS, AHT, FCR, quality, and cost.
• Assist with the development of improvement tools and templates, and maintain a set of common process improvement tools that can be shared to other working teams.
• Perform ongoing reviews, and presentations with leadership to ensure common understanding and expectations.
• Build and maintain relationships with key stakeholders to identify areas of opportunity for improvement.
• Deliver recommendations based on initiative outcomes and results.
• Partner closely with Workforce Optimization leaders for implementation of various initiatives and measurement of success.

Benefits

• Competitive pay
• Flexible hours
• Remote work options
• Dynamic parental leave plans
• Community engagement opportunities
• Diversity and inclusion initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Manager