Senior Manager, Zendesk Transformation

G-P; United Kingdom; Hybrid; GBP 75,000 - 95,000; Full time

Job summary

A global technology firm in the UK is seeking a Senior Manager, Zendesk Transformation. This role involves leading the customer service platform initiatives, executing migration strategies, and optimizing workflows with Zendesk. Candidates should possess at least 7-10 years of experience in customer support operations and in-depth expertise with Zendesk. The position offers an opportunity to drive significant transformations and collaborate with cross-functional teams.

Qualifications

• 7-10 years in customer support operations or platform management.
• 3-5 years in a leadership role.
• Deep experience with the Zendesk platform.

Responsibilities

• Develop and own the strategic roadmap for Zendesk.
• Lead the planning and execution of a migration to Zendesk.
• Collaborate with key stakeholders to translate needs into requirements.

Skills

Customer support operations

Leadership

Zendesk expertise

Communication

Tools

Zendesk

API integrations

Job description

About the role

We're seeking a highly experienced and strategic Senior Manager, Zendesk Transformation to lead our customer service platform initiatives. You will be responsible for defining and executing a vision that leverages the full power of Zendesk to modernize our support operations. The ideal candidate will have a proven track record of leading large-scale, impactful transformations, including migrating from a legacy system to Zendesk. This role requires a unique blend of technical acumen, exceptional leadership skills, and the ability to bridge the gap between engineering and support teams.

Key Responsibilities

• Strategic Leadership: Develop and own the strategic roadmap for our Zendesk platform, aligning it with overall business goals to enhance customer experience and agent efficiency.
• Platform Migration & Transformation: Lead the end-to-end planning and execution of a migration to or major transformation of the Zendesk platform. This includes discovery, design, data migration, and launch.
• Cross-Functional Collaboration: Act as the primary liaison between customer support, engineering, product, and other key stakeholders. You will translate support team needs into technical requirements and communicate the business value of engineering efforts.
• Team & Process Optimization: Partner with support leadership to identify and implement process improvements, leveraging Zendesk's capabilities (e.g., automation, AI, QA, and analytics) to optimize workflows, reduce ticket volume, and improve key performance indicators (KPIs) like first-reply time and CSAT.
• Technical Excellence: Collaborate closely with engineering teams to ensure the Zendesk implementation is scalable, reliable, and integrated seamlessly with our existing tech stack. You'll provide guidance on best practices for API usage, custom app development, and data integrity.
• Mentorship & Development: Lead a team of Zendesk administrators, developers, and analysts, fostering a culture of continuous improvement, innovation, and professional growth.

Qualifications

• Experience: Minimum of 7-10 years of experience in customer support operations, platform management, or a related field, with at least 3-5 years in a leadership role.
• Zendesk Expertise: Deep, hands-on experience with the Zendesk platform is essential. This includes a strong understanding of Zendesk Support, Guide, Talk, Chat, AI, QA, and Explore.
• Proven Transformation Skills: Demonstrated success in leading a major platform transformation or migration project, ideally from a legacy system to Zendesk.
• Technical Acumen: Strong working knowledge of API integrations, software development lifecycles, and data modeling. The ability to have credible, in-depth conversations with engineers and solution architects is a must.
• Leadership & Communication: Exceptional communication and interpersonal skills, with the ability to influence and lead cross-functional teams without direct authority. You must be able to articulate complex technical concepts to non-technical audiences and vice versa.
• Analytical Skills: Proficient in using data and analytics to drive decision-making and measure the impact of platform changes. Experience with Zendesk Explore is a significant plus.

Preferred Qualifications

• Experience with a high-growth technology company.
• Familiarity with Agile methodologies.

We will consider for employment all qualified applicants who meet the inherent requirements for the position. Please note that background checks are required, and this may include criminal record checks.

G-P. Global Made Possible.

G-P is a proud Equal Opportunity Employer, and we are committed to building and maintaining a diverse, equitable and inclusive culture that celebrates authenticity. We prohibit discrimination and harassment against employees or applicants on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other legally protected status.

G-P also is committed to providing reasonable accommodations to individuals with disabilities. Individuals with disabilities are encouraged to apply for these positions. If you need an accommodation due to a disability during the interview process, please contact us at [e-mail].