Resource & Capacity Manager — AI-Driven Project Planning (CDMX)

Zendesk, S. De R.L. DE CV (Mexico); Ciudad de México; Hybrid; MXN 600,000 - 900,000; Full time

Job summary

Zendesk in Mexico City is seeking a Resource Manager for our Global Professional Services team to oversee project demand, validate requirements, and set up projects in the PSA platform. You will coordinate resource assignments with delivery leads and project managers, balance customer needs with staffing constraints, and help drive automation improvements.

You will advance AI-enabled workflows using tools like ChatGPT, Claude, Codex, and Gemini, and review AI outputs for accuracy and relevance.

Qualifications

• 2–4 years of resource management, project coordination, or project management experience at a tech company or consultancy.
• PSA/ERP experience with staffings, project setup, and assignments; Certinia preferred.
• Hands-on experience using generative AI tools (ChatGPT, Claude, Codex, Gemini) to improve workflows.
• Experience creating or using reusable AI workflows to support repeatable tasks.
• Record of simplifying processes and driving automation across teams.
• Clear written and verbal communication skills with cross-team collaboration ability.
• Strong interpersonal skills to build trust, negotiate priorities, and resolve conflicts.
• Excellent organization, attention to detail, and ability to manage multiple priorities.

Responsibilities

• Manage project demand: monitor services opportunity pipeline and upcoming work.
• Validate requirements: confirm project scope, timing, roles, and staffing.
• Create and maintain projects in the PSA platform with accurate details.
• Coordinate resource assignments with delivery leads and project managers.
• Improve assignment decisions by analyzing capacity and demand data.
• Support capacity planning with visibility into capacity, forecasts, and risks.
• Advance AI-enabled workflows to simplify project creation and staffing.
• Apply AI tools thoughtfully and review AI-generated outputs for accuracy.
• Connect systems and data across Salesforce, Certinia, Snowflake, Streamlit, and Gainsight.
• Test and refine AI-enabled process improvements and integrate successful changes.
• Support utilization and time processes to reflect work accurately.
• Build strong partnerships with delivery leaders and teams, resolving priorities constructively.
• Improve processes as part of broader, scalable Professional Services initiatives.

Skills

Resource management

Project coordination

Project management

AI tools

Communication

Cross-functional collaboration

Problem solving

Tools

Certinia (FinancialForce)

Salesforce

Snowflake

Streamlit

Gainsight

JSON basics

Python basics

Job description

Zendesk in Mexico City is seeking a Resource Manager for our Global Professional Services team to oversee project demand, validate requirements, and set up projects in the PSA platform. You will coordinate resource assignments with delivery leads and project managers, balance customer needs with staffing constraints, and help drive automation improvements.

You will advance AI-enabled workflows using tools like ChatGPT, Claude, Codex, and Gemini, and review AI outputs for accuracy and relevance.