Senior AI-Driven Process Improvement Lead

Zendesk, Inc.; Ciudad de México; Híbrido; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Zendesk in Mexico City seeks a Lead Business Process Analyst to drive ongoing transformation, optimize core operations, and champion AI-driven improvements across Customer Operations. You will map processes, design workflows, and partner with cross-functional teams to deliver measurable efficiency gains while ensuring ethical AI use and scalable change management.

This role requires 5+ years of experience and a proven ability to lead initiatives from concept through execution, with a strong

Formación

• 5+ years in process mapping and improvement.
• Experience using Zendesk for operations.
• Experience leading cross-functional projects.
• Familiarity with AI/LLMs in business processes.
• Certification in change management is a plus.

Responsabilidades

• Lead continuous improvement across lifecycle including AI integration.
• Coordinate end-to-end project management for efficiency.
• Facilitate cross-functional meetings to align AI initiatives.
• Serve as SME for continuous improvement and ethical AI.
• Support change management for new processes and systems.
• Advise customer operations on scalable AI initiatives.
• Develop improvement tools and templates for teams.
• Present project status to leadership.
• Build relationships with stakeholders to measure automation impact.
• Foster measurable innovation in processes and AI performance.

Conocimientos

Process mapping

Workflow design

AI awareness

Cross-functional leadership

Google Workspace

Jira

Herramientas

Zendesk suite

Google Sheets

Asana

Jira

Smartsheet

Confluence

Descripción del empleo

Zendesk in Mexico City seeks a Lead Business Process Analyst to drive ongoing transformation, optimize core operations, and champion AI-driven improvements across Customer Operations. You will map processes, design workflows, and partner with cross-functional teams to deliver measurable efficiency gains while ensuring ethical AI use and scalable change management.

This role requires 5+ years of experience and a proven ability to lead initiatives from concept through execution, with a strong