Lead AI-Driven Process Improvement & Change

Zendesk Group; Ciudad de México; Híbrido; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Zendesk Group is seeking a Lead Business Process Analysis Analyst to drive operational excellence and AI-enabled improvements within its Zendesk Operations. The role requires coordinating cross-functional teams, championing efficient processes, and guiding change management across the organization.

The ideal candidate will have 5+ years in process mapping and project execution, strong Zendesk proficiency, and experience with AI and automation strategies to optimize customer operations.

Formación

• Requires 5+ years of experience in process mapping and improvement.
• Proficient with Zendesk and related operations tooling.
• Experience leading cross-functional initiatives and AI-enabled process improvements.

Responsabilidades

• Lead ongoing change and transformation efforts focused on operational excellence and core processes.
• Coordinate end-to-end project management for AI-enabled initiatives.
• Facilitate cross-functional meetings to align stakeholders and drive decisions.
• Serve as subject matter expert on continuous improvement and ethical AI usage.
• Support change management activities to ensure smooth adoption of new processes and systems.
• Advise leadership on CI and AI initiatives to ensure scalable impact.
• Develop tools, templates, and a library of AI prompts for teams.

Conocimientos

Process mapping

Zendesk proficiency

Project management

Google Workspace

Asana

Jira

Smartsheet

Confluence

LLMs / Generative AI

Change management

Communication

Cultural leadership

Educación

Bachelor's degree in a relevant field

Herramientas

Jira

Asana

Smartsheet

Confluence

Google Sheets

Descripción del empleo

Zendesk Group is seeking a Lead Business Process Analysis Analyst to drive operational excellence and AI-enabled improvements within its Zendesk Operations. The role requires coordinating cross-functional teams, championing efficient processes, and guiding change management across the organization.

The ideal candidate will have 5+ years in process mapping and project execution, strong Zendesk proficiency, and experience with AI and automation strategies to optimize customer operations.