Senior Sales Operations Lead

Zendesk • Oakville, ON

9d • Hybrid

About The Position

At Zendesk, we believe the future of customer success is rooted in human connection, driven by insight, and amplified by operational excellence. We are looking for a Strategy & Operations Partner within our Data and Insights group to serve as the primary architect and orchestrator for our Global Professional Services (PS) organization. In this high-impact role, you will be the primary business partner to our SVP of Professional Services, bridging the gap between frontline delivery teams and strategic execution. You aren't just managing tasks; you are designing the "connective tissue" that ensures our Pro-Serve team hits its objectives, KPIs, and revenue outcomes through sophisticated data insights and robust process development.

This is a high-impact role at the intersection of technology and customer value. You'll directly enable Zendesk's Customer Success team to engage smarter, faster, and more proactively — helping us retain and grow our customer base in 2026 and beyond.
The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request. Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to [email protected]

Requirements

• 7-10+ years in Strategy & Operations or Professional Services Operations within a high-growth B2B SaaS environment.
• Deep understanding of the Professional Services lifecycle, including revenue forecasting, resource management, and complex customer engagement models.
• You can balance big-picture goals with the disciplined execution of detailed tasks, moving from "reactive firefighting" to proactive execution.
• Proven ability to lead cross-functional transitions and drive behavioral change across large, distributed field teams.
• Exceptional ability to translate complex data and operational concepts into clear, strategic narratives for technical teams and executive leadership alike.
• Proficiency in SQL, Excel/Sheets, and BI tools (Looker preferred).
• Experience working with Certinia, Gainsight, Salesforce, or Snowflake preferred.

Nice To Haves

• Development of unified reporting and dashboards that provide a "full book of business" view into PS health and metrics.
• Direct contribution to understanding customer needs, bookings attainment, delivery revenue conversion, retention of renewable services through overall portfolio performance management.
• Successful global implementation and adoption of standardized workflows that reduce ambiguity and operational silos.

Responsibilities

• Lead the annual planning process and serve as the program manager for high-stakes strategic projects that drive global delivery objectives and outcomes.
• Design and optimize the frameworks supporting offering development, PS operational standards, tooling set up and usage to drive consistent revenue integrity and ensure scalable growth.
• Consolidate complex, multi-source data sets (from Certinia, Salesforce, Gainsight, Snowflake, and more) into unified, actionable dashboards that inform executive-level decision-making.
• Acquiring data from primary/secondary sources, designing databases, and maintaining data systems to ensure integrity.
• Processing, cleansing, and verifying data to eliminate errors. Performing diagnostic analytics to explain why something happened and predictive analytics to determine future outcomes.
• Creating reports and interactive dashboards (using Tableau, Looker) to communicate findings to non-technical stakeholders.
• Identifying inefficiencies and recommending data-driven solutions to enhance operational efficiency.
• Ensuring data used for analysis complies with regulatory standards and company policies.
• Facilitate deep collaboration across Sr. Stakeholders in the PS business and drive execution with cross functional partners in Finance, Rev-Ops, and other Zendesk teams to ensure global alignment and synchronized execution.
• Drive the adoption of new standardized workflows and tools within the PS field teams, ensuring minimal disruption and high effectiveness.
• Managing analytics projects from inception to completion, ensuring deliverables meet client requirements.
• Providing competitive analysis and benchmarking services to help clients improve their market position.

Benefits

• Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed