AI-Driven Process Transformation Lead

Jobtailor; Jocotitlán; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking a Senior Continuous Improvement Lead to drive AI-enabled transformation within Zendesk Operations. You will map current processes, design new workflows, implement improvement opportunities, and lead projects from conception through execution with a focus on measurable outcomes.

In this role you will evangelize AI-driven improvements, coordinate cross-functional teams, cultivate stakeholder relationships, and report on value realization, cost savings, and performance gains to

Formación

• 5+ years of experience in process mapping, workflow design, and process tool utilization.
• Proficiency in using the Zendesk suite for customer support and operational management.
• Demonstrated experience in project management from conception through execution.
• Expert use of Google Suite (Sheets, Slides, Docs).
• Experience with tools such as Asana, Jira, Smartsheet, or Confluence.
• Experience identifying use cases for LLMs, Generative AI, or process automation.
• Change management certification or experience (Prosci preferred).
• Strong interpersonal and presentation skills.
• Ability to translate complex AI concepts into actionable information.
• Commitment to empowering employees and fostering a culture of innovation.
• Must be located in Mexico City (CDMX) or Estado de Mexico.

Responsabilidades

• Lead ongoing change and transformation efforts focused on operational excellence and core business processes.
• Analyze, identify, and implement improvement opportunities across Zendesk Operations using AI-driven automation and insights.
• Lead continuous improvement across analysis, discovery, implementation, measurement, and sustainability.
• Integrate AI solutions into business process design.
• Coordinate and achieve cost and efficiency improvement goals through end-to-end project management and change management.
• Facilitate meetings and drive aligned decision-making across technical and non-technical teams.
• Serve as the subject matter expert for continuous improvement, change management, and ethical AI application.
• Support adoption of new processes, systems, and ways of working.
• Advise on Continuous Improvement and AI activities across Customer Operations.
• Develop improvement tools, templates, standardized AI prompts, and process frameworks.
• Present ongoing reviews, expectations, and outcomes to leadership.
• Build stakeholder and business leader relationships to identify opportunities and measure automated initiative success.
• Create a measurable, iterative environment for improving human processes and AI model performance.

Conocimientos

Process Mapping

Workflow Design

Project Management

Change Management

AI Integration

Zendesk Suite Proficiency

LLMs / Generative AI

Google Suite

Interpersonal Skills

Presentation Skills

Stakeholder Management

Educación

Change Management Certification (Prosci Preferred)

Herramientas

Asana

Jira

Smartsheet

Confluence

Zendesk Suite

Descripción del empleo

Jobtailor is seeking a Senior Continuous Improvement Lead to drive AI-enabled transformation within Zendesk Operations. You will map current processes, design new workflows, implement improvement opportunities, and lead projects from conception through execution with a focus on measurable outcomes.

In this role you will evangelize AI-driven improvements, coordinate cross-functional teams, cultivate stakeholder relationships, and report on value realization, cost savings, and performance gains to