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The Senior Specialist, Global CX Technology Development at SharkNinja plays a pivotal role in enhancing the performance and future development of critical systems, particularly Zendesk, which is integral to the customer experience (CX) technology team. This position is focused on managing and implementing changes to Zendesk and associated systems through various integrations. The specialist will define the initial scope of projects, suggest innovative solutions, create test plans, identify training requirements, and support the deployment of these changes. A thorough understanding of operational processes is essential to identify the most efficient system solutions, which may involve modifying existing operational workflows to optimize the use of Zendesk. In this role, the specialist will provide thought leadership on Zendesk developments, regularly review how the operational team utilizes the systems, and propose more efficient working methods. They will maintain a comprehensive understanding of the product roadmap and proactively suggest system development options to support successful product launches. The specialist will also be responsible for tracking emerging trends and new functionalities within Zendesk, ensuring that the technology standards, policies, and procedures align with the technology roadmap. Collaboration is key, as the specialist will work cross-functionally to implement new or enhanced features aimed at improving consumer service and support. They will actively seek feedback from agents and operational teams to drive continuous improvement. Additionally, the role involves creating and updating team processes, developing training materials, and training users on Zendesk functionalities. The specialist will also be tasked with building reports and dashboards, ensuring full technical integration of the Zendesk platform into the consumer support environment, and maintaining comprehensive documentation for Zendesk setups and customizations. This position is open to remote work, providing flexibility in the work environment.
