Lead AI-Driven Process Improvement Analyst (Hybrid)

Zendesk; Estado de México; Híbrido; MXN 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Zendesk is seeking a senior continuous improvement leader to drive AI-enabled process design and operational excellence from discovery to sustainment. You will coordinate cross-functional teams, deploy end-to-end projects, and champion change management practices across the organization.

Ideal candidates bring 5+ years in process mapping, strong Zendesk experience, and a track record of leveraging AI to remove bottlenecks. The role supports a hybrid work model with offices globally.

Formación

• 5+ years of experience in process mapping and workflow design.
• Proficient with Zendesk for customer support and operations management.
• Experienced in driving projects from conception to execution.
• Experience identifying AI use cases (LLMs, Generative AI) to solve bottlenecks.
• Change management certification or experience is a plus (Prosci preferred).
• Strong communication and ability to translate AI concepts for leadership.

Responsabilidades

• Lead continuous improvement across analysis to sustainability with AI integration.
• Coordinate end-to-end projects to improve cost and efficiency.
• Facilitate cross-functional meetings for aligned AI initiatives.
• Serve as AI change management expert within improvement programs.
• Advise on Continuous Improvement and AI activities in Customer Operations for scalability.
• Develop improvement tools, templates, and a library of AI prompts and process frameworks.
• Present findings and outcomes to leadership on AI projects.
• Build relationships with stakeholders to measure automation success.
• Foster measurable innovation in human processes and AI performance.

Conocimientos

Process mapping

Workflow design

Zendesk platform

Google Suite

Project management

AI literacy (LLMs)

Change management

Communication & presentation

Cultural champion

Herramientas

Asana

Jira

Smartsheet

Confluence

Zendesk

Descripción del empleo

Zendesk is seeking a senior continuous improvement leader to drive AI-enabled process design and operational excellence from discovery to sustainment. You will coordinate cross-functional teams, deploy end-to-end projects, and champion change management practices across the organization.

Ideal candidates bring 5+ years in process mapping, strong Zendesk experience, and a track record of leveraging AI to remove bottlenecks. The role supports a hybrid work model with offices globally.