Lead Business Process Analyst

Jobtailor; Jocotitlán; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking a Senior Continuous Improvement Lead to drive AI-enabled transformation within Zendesk Operations. You will map current processes, design new workflows, implement improvement opportunities, and lead projects from conception through execution with a focus on measurable outcomes.

In this role you will evangelize AI-driven improvements, coordinate cross-functional teams, cultivate stakeholder relationships, and report on value realization, cost savings, and performance gains to

Formación

• 5+ years of experience in process mapping, workflow design, and process tool utilization.
• Proficiency in using the Zendesk suite for customer support and operational management.
• Demonstrated experience in project management from conception through execution.
• Expert use of Google Suite (Sheets, Slides, Docs).
• Experience with tools such as Asana, Jira, Smartsheet, or Confluence.
• Experience identifying use cases for LLMs, Generative AI, or process automation.
• Change management certification or experience (Prosci preferred).
• Strong interpersonal and presentation skills.
• Ability to translate complex AI concepts into actionable information.
• Commitment to empowering employees and fostering a culture of innovation.
• Must be located in Mexico City (CDMX) or Estado de Mexico.

Responsabilidades

• Lead ongoing change and transformation efforts focused on operational excellence and core business processes.
• Analyze, identify, and implement improvement opportunities across Zendesk Operations using AI-driven automation and insights.
• Lead continuous improvement across analysis, discovery, implementation, measurement, and sustainability.
• Integrate AI solutions into business process design.
• Coordinate and achieve cost and efficiency improvement goals through end-to-end project management and change management.
• Facilitate meetings and drive aligned decision-making across technical and non-technical teams.
• Serve as the subject matter expert for continuous improvement, change management, and ethical AI application.
• Support adoption of new processes, systems, and ways of working.
• Advise on Continuous Improvement and AI activities across Customer Operations.
• Develop improvement tools, templates, standardized AI prompts, and process frameworks.
• Present ongoing reviews, expectations, and outcomes to leadership.
• Build stakeholder and business leader relationships to identify opportunities and measure automated initiative success.
• Create a measurable, iterative environment for improving human processes and AI model performance.

Conocimientos

Process Mapping

Workflow Design

Project Management

Change Management

AI Integration

Zendesk Suite Proficiency

LLMs / Generative AI

Google Suite

Interpersonal Skills

Presentation Skills

Stakeholder Management

Educación

Change Management Certification (Prosci Preferred)

Herramientas

Asana

Jira

Smartsheet

Confluence

Zendesk Suite

Descripción del empleo

• Lead ongoing change and transformation efforts focused on operational excellence and core business processes
• Analyze, identify, and implement improvement opportunities across Zendesk Operations using AI-driven automation and insights
• Lead continuous improvement across analysis, discovery, implementation, measurement, and sustainability
• Integrate AI solutions into business process design
• Coordinate and achieve cost and efficiency improvement goals through end-to-end project management and change management
• Facilitate meetings and drive aligned decision-making across technical and non-technical teams
• Serve as the subject matter expert for continuous improvement, change management, and ethical AI application
• Support adoption of new processes, systems, and ways of working
• Advise on Continuous Improvement and AI activities across Customer Operations
• Develop improvement tools, templates, standardized AI prompts, and process frameworks
• Present ongoing reviews, expectations, and outcomes to leadership
• Build stakeholder and business leader relationships to identify opportunities and measure automated initiative success
• Create a measurable, iterative environment for improving human processes and AI model performance

Requirements

• 5+ years of experience in process mapping, workflow design, and process tool utilization
• Proficiency in using the Zendesk suite for customer support and operational management
• Demonstrated experience in project management, successfully leading initiatives from conception through execution
• Expert use of Google Suite (Sheets, Slides, Docs)
• Experience with project management tools such as Asana, Jira, Smartsheet, or Confluence
• Experience identifying use cases for Large Language Models (LLMs), Generative AI, or process automation
• Certification and experience in a change management framework a plus (Prosci preferred)
• Strong interpersonal and presentation skills
• Ability to translate complex AI concepts into transparent, actionable information
• Commitment to empowering employees and fostering a culture of innovation
• Must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico)

Demonstrates expertise in process mapping, workflow design, and the integration of AI solutions into business processes, with a strong focus on continuous improvement and change management. Proven ability to lead projects, facilitate decision-making, and foster stakeholder relationships to drive operational excellence.

Highest-signal resume keywords

• Process Mapping
• Workflow Design
• Project Management
• Change Management
• AI Integration

ATS Optimization Keywords

Hard Skills

• Process Mapping
• Workflow Design
• Project Management
• AI Solutions Integration
• Continuous Improvement
• Zendesk Suite Proficiency
• Large Language Models (LLMs)
• Generative AI
• Google Suite
• Change Management Framework

Soft Skills

• Interpersonal Skills
• Presentation Skills
• Decision-Making
• Collaboration
• Empowerment

Certifications & Qualifications

• Change Management Certification (Prosci Preferred)

Industry Keywords

• Operational Excellence
• AI-Driven Automation
• Customer Operations
• Stakeholder Relationships
• Ethical AI Application

Tools & Technologies

• Asana
• Jira
• Smartsheet
• Confluence