Lead AI-Powered Process Improvement Analyst

Zendesk, S. De R.L. DE CV (Mexico); Ciudad de México; Híbrido; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Zendesk, S. De R.L. DE CV (Mexico) seeks a Lead Business Process Analyst to drive AI-powered process improvements across Zendesk Operations from Mexico City. The role focuses on optimizing customer experiences through automation, analytics, and scalable change practices.

You will partner with technical and business teams to design, implement, and measure improvements, ensuring sustainable outcomes and compliance with company guidelines. Strong collaboration and communication are essential.

Formación

• 5+ years in process mapping and workflow design.
• Experience with AI-enabled process automation.
• Proven project management and cross-functional leadership.
• Expertise in using Zendesk for operations and customer support.

Responsabilidades

• Lead continuous improvement activities across analysis, discovery, implementation, measurement and sustainability, with AI integration.
• Drive cost and efficiency improvements through end-to-end project management and change practices.
• Facilitate cross-functional meetings to align AI initiatives with business needs.
• Establish and promote standardized AI prompts and process frameworks.

Conocimientos

Process mapping

Zendesk suite

Project management

Google Suite

AI literacy

Change management

Communication

Stakeholder management

Herramientas

Asana

Jira

Smartsheet

Confluence

Descripción del empleo

Zendesk, S. De R.L. DE CV (Mexico) seeks a Lead Business Process Analyst to drive AI-powered process improvements across Zendesk Operations from Mexico City. The role focuses on optimizing customer experiences through automation, analytics, and scalable change practices.

You will partner with technical and business teams to design, implement, and measure improvements, ensuring sustainable outcomes and compliance with company guidelines. Strong collaboration and communication are essential.