AI-Driven Process Transformation Lead

Ultimate.ai; New Jersey; On-site; USD 90,000 - 120,000; Full time

Job summary

Zendesk is seeking a Lead Business Process Analyst to drive continuous improvement and AI-enabled transformation within Zendesk Operations. You will lead cross-functional teams, design processes, and steward change management to ensure scalable, ethical AI adoption.

This role emphasizes data-driven decision making, stakeholder collaboration, and measurable impact on customer experience through AI-enhanced processes.

Qualifications

• 5+ years of experience in process mapping, workflow design, and process tool utilization.
• Proficiency with the Zendesk suite for customer support and operations management.
• Demonstrated project management experience from conception to execution.
• Experience identifying AI/LLM use cases to solve business bottlenecks.
• Change management certification or experience is a plus.

Responsibilities

• Lead continuous improvement activities across analysis, discovery, implementation, measurement, and sustainability.
• Drive cost and efficiency improvements through end-to-end project management and change practices.
• Facilitate cross-functional meetings to align AI initiatives with business needs.
• Serve as the staff expert for continuous improvement and ethical AI use.
• Guide change management to ensure adoption of new processes and systems.
• Advise on Continuous Improvement and AI activities to scale across Customer Operations.

Skills

Process mapping

Zendesk suite

Project management

AI/Automation

Change management

Communication

Stakeholder engagement

Tools

Google Suite

Asana

Jira

Smartsheet

Confluence

Job description

Zendesk is seeking a Lead Business Process Analyst to drive continuous improvement and AI-enabled transformation within Zendesk Operations. You will lead cross-functional teams, design processes, and steward change management to ensure scalable, ethical AI adoption.

This role emphasizes data-driven decision making, stakeholder collaboration, and measurable impact on customer experience through AI-enhanced processes.