AI-Driven Resource Manager for PSA & Capacity Planning

Zendesk, Inc.; Ciudad de México; Hybrid; MXN 600,000 - 900,000; Full time

Job summary

Zendesk, Inc. is seeking a resource management professional in Mexico City to oversee demand, validate scope, and set up projects in the PSA platform. You’ll coordinate staffing, assess capacity, and optimize assignments across delivery teams, with AI-enabled workflows to streamline operations.

You will partner with sales, delivery, and project managers to ensure accurate forecasts, staffing, and timely project delivery in a fast-paced tech environment.

Qualifications

• 2–4 years in resource management, project coordination, or project management in tech or consultancy.
• Experience using PSA or RM platforms for setup, staffing and assignments; Certinia preferred.
• Hands-on with generative AI tools and building reusable AI workflows.
• Proven ability to simplify processes and drive automation improvements.
• Clear, concise communication across teams; strong collaboration and influence.
• Strong attention to detail and ability to manage multiple priorities.

Responsibilities

• Manage project demand by monitoring the services pipeline and upcoming work.
• Validate requirements with sales, delivery leaders, and project managers.
• Create and maintain projects in the PSA platform with accurate details.
• Coordinate resource assignments balancing customer needs and staffing constraints.
• Use capacity and demand data to surface conflicts and suggest staffing changes.
• Support capacity planning with visibility into forecasts and utilization.
• Advance AI-enabled workflows for project creation and staffing.
• Apply AI tools thoughtfully and review outputs for accuracy.
• Connect systems across tools (Salesforce, Certinia, Snowflake, Streamlit, Gainsight).
• Test and refine AI-driven process improvements and integrate successful changes.

Skills

Resource management

Project coordination

AI workflows

Communication

Partnership and influence

Organization and judgment

Problem solving

Time management

Tools

Certinia (FinancialForce)

Salesforce

Snowflake

Gainsight

Job description

Zendesk, Inc. is seeking a resource management professional in Mexico City to oversee demand, validate scope, and set up projects in the PSA platform. You’ll coordinate staffing, assess capacity, and optimize assignments across delivery teams, with AI-enabled workflows to streamline operations.

You will partner with sales, delivery, and project managers to ensure accurate forecasts, staffing, and timely project delivery in a fast-paced tech environment.