Manager, Business Process Analysis

Zendesk-posted 2 months ago
Full-time • Manager
Madison, WI
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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.

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