Senior Certification and LMS Administration Specialist

Zendesk•Madison, WI

1d•Hybrid

About The Position

Zendesk’s Digital CX team is redefining how customers connect, learn, and grow by pioneering innovative, scalable, and personalized learning experiences through Zendesk Academy. We are seeking a strategic, hands-on Senior Certification and LMS Administration Specialist to lead and scale Zendesk’s global certification programs, manage the LMS infrastructure, and deliver data-driven learning experiences designed for prospects, customers, and partners. This role is critical in shaping Zendesk’s multi-audience certification program by re-imagining certifications in an AI and practitioner-first world, while ensuring operational excellence across our LMS and learning technology ecosystem. This cross-functional role is responsible for governing and optimizing a scalable certification and learning platform infrastructure that drives measurable improvements in skill validation, product adoption, customer satisfaction, and gross retention rate (GRR) across our global community. By building and maintaining this foundational infrastructure, the role supports Zendesk’s continued growth and long-term customer success.

Requirements

5+ years in Customer Education or Enablement within B2B SaaS, including 2+ years managing certification programs or LMS operations on a global scale.
Proven ability to design, scale, and automate certification programs and LMS infrastructure with a strong operational focus.
Strong technical knowledge of LMS platforms, automation tools, vendor management, ticketing systems, and learner support processes.
Demonstrated ability to collaborate cross-functionally with Product, Instructional Design, Partners, Marketing, and Customer Success teams.
Excellent verbal and written communication skills to clearly convey program value and engage stakeholders at all levels.

Nice To Haves

Experience integrating or leveraging AI-powered tools and automation to enhance learning or certification programs.
Familiarity with managing certification or education programs in multilingual, multicultural environments.
Background partnering with community teams to incorporate social and peer-driven learning engagement into certification initiatives.
Knowledge of adult learning principles specific to credentialing and formal education settings.
Experience with advanced LMS systems, including customization and complex integrations.

Responsibilities

Develop and drive the strategic vision and roadmap for Zendesk’s global certification programs in partnership with Product, Instructional Design, Partners, and Customer Success, without direct content creation responsibility.
Own and optimize all certification lifecycle operations, including exam delivery, renewals, vendor management, and program governance.
Champions cross-functional efforts to define, identify, and measure targeted certification engagement campaigns and initiatives that drive awareness and demand.
Manage LMS systems and integrations, ensuring user permissions, ticketing, data integrity, and platform reliability for a seamless learner experience.
Lead operational excellence through standardized processes and automation such as credential issuance, renewal reminders, and AI-driven support to enhance scalability and reduce manual effort.
Define, monitor, and report key metrics including adoption, renewal compliance, learner engagement, and certification impact to guide data-driven improvements and roadmap planning.
Engage Zendesk Academy learners for feedback to foster continuous program evolution.
Stay ahead of certification and LMS market trends to proactively refine strategy and prioritize roadmap initiatives.
Reimagine credential offerings to maximize business impact and meet the needs of a diverse global audience.