Senior PS Operations Leader - AI-Driven Service Delivery

Zendesk, Inc.; Ciudad de México; Remote; MXN 900,000 - 1,500,000; Full time

Job summary

Zendesk, Inc. is seeking a Senior Business Process Manager in Mexico City to act as the primary business partner for SOW-based professional services. You will own deal review workflows, drive delivery methodology, and build dashboards to reveal performance insights.

The role emphasizes AI-enabled process improvements and scalable operating rhythms across functions. You will collaborate with Delivery, Customer Success, Finance, and Sales to optimize processes, improve data quality, and enable

Qualifications

• Experience in Professional Services Operations or related SaaS operations.
• Proven ability to own cross-functional work and deliver results.
• Experience improving workflows, systems, reporting or governance.
• Familiarity with PS metrics like utilization, backlog, forecast accuracy.
• Hands-on with PSA/CRM systems; Certinia/FinancialForce or Salesforce valuable.
• Strong analytical skills with data-driven recommendations.
• Ability to influence senior stakeholders without formal authority.
• Experience using AI/tools to improve workflows or decision support.

Responsibilities

• Partner with delivery leadership to align priorities and processes.
• Own deal review and approvals workflows, guidance and controls.
• Develop dashboards and scorecards for performance visibility.
• Improve PS Ops workflows, data quality, and handoffs across the delivery lifecycle.
• Coordinate with cross-functional teams to scale operating rhythms and collaboration.
• Explore and implement AI opportunities to automate workflows and enhance decision-making.

Skills

PSO experience

Cross-functional work

Analytics

Stakeholder influence

AI/Automation

Tools

PSA systems

CRM platforms (Salesforce)

Certinia/FinancialForce

Job description

Zendesk, Inc. is seeking a Senior Business Process Manager in Mexico City to act as the primary business partner for SOW-based professional services. You will own deal review workflows, drive delivery methodology, and build dashboards to reveal performance insights.

The role emphasizes AI-enabled process improvements and scalable operating rhythms across functions. You will collaborate with Delivery, Customer Success, Finance, and Sales to optimize processes, improve data quality, and enable