Senior PS Operations Lead - AI & Automation

Zendesk, Inc.; Ciudad de México; Hybrid; MXN 1,200,000 - 1,800,000; Full time

Job summary

Zendesk, Inc. in Mexico City seeks a senior, highly autonomous operator to serve as the primary business partner for SOW-based professional services. You will own deal review, delivery methodology, and day-to-day processes, partnering with Delivery, Customer Success, Finance, and Sales to scale and improve how work gets done.

The role emphasizes AI and automation to simplify work and improve decisions. You will build dashboards, drive process governance, and ensure global standards are applied.

Qualifications

• Experience in Professional Services Operations or related SaaS operations.
• Ability to own cross-functional initiatives and drive results.
• Familiarity with PSA, CRM systems, and delivery governance.
• Analytical skills to transform data into actionable recommendations.
• Ability to influence senior stakeholders without formal authority.

Responsibilities

• Partner with delivery leadership to align priorities and standards.
• Own deal reviews and approvals workflows and controls.
• Develop dashboards and scorecards for business performance.
• Improve workflows, data quality, and system adoption across delivery lifecyle.
• Apply AI tools to improve workflows and decision support.

Skills

PSO Operations

Revenue Operations

Cross-functional collaboration

AI tooling

Data-driven decisions

Tools

Salesforce

Certinia/FinancialForce

APIs / MCP integrations

Job description

Zendesk, Inc. in Mexico City seeks a senior, highly autonomous operator to serve as the primary business partner for SOW-based professional services. You will own deal review, delivery methodology, and day-to-day processes, partnering with Delivery, Customer Success, Finance, and Sales to scale and improve how work gets done.

The role emphasizes AI and automation to simplify work and improve decisions. You will build dashboards, drive process governance, and ensure global standards are applied.