Lead AI & Process Transformation Analyst

Zendesk; Morelia; Híbrido; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

Zendesk Lead Business Process Analyst role focused on driving AI-enabled operational excellence within Zendesk Operations. You will analyze, design, and implement improvements across the lifecycle, championing customer experience and scalable AI adoption.

The position requires strong CI/AI expertise, stakeholder collaboration, and effective change management. Hybrid work in Mexico and global collaboration opportunities are available.

Formación

• 5+ years of experience in process mapping and workflow design.
• Proficiency with Zendesk suite for customer support and operations management.
• Demonstrated project management experience from concept to execution.
• Experience identifying use cases for LLMs or AI-driven process automation.
• Change management certification or practical experience preferred.
• Strong communication and stakeholder management across diverse teams.
• Commitment to fostering a culture of innovation and continuous improvement.

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.
• Serve as SME for continuous improvement and ethical AI tool usage.
• Support change management activities for adoption of new processes and systems.
• Advise on CI and AI initiatives across Customer Operations for scalability.
• Develop improvement tools, templates, and a library of AI prompts and frameworks.
• Present progress and outcomes to leadership to ensure shared understanding.
• Build relationships with stakeholders to measure success of automated initiatives.
• Create a measurable, iterative environment for improving processes and AI model performance.

Conocimientos

Process mapping

Workflow design

Zendesk suite

Project management

Google Workspace

Asana

Jira

Smartsheet

Confluence

AI literacy

Change management

Communication

Cultural champion

Herramientas

Asana

Jira

Smartsheet

Confluence

Google Sheets

Google Slides

Google Docs

Descripción del empleo

Zendesk Lead Business Process Analyst role focused on driving AI-enabled operational excellence within Zendesk Operations. You will analyze, design, and implement improvements across the lifecycle, championing customer experience and scalable AI adoption.

The position requires strong CI/AI expertise, stakeholder collaboration, and effective change management. Hybrid work in Mexico and global collaboration opportunities are available.