CX Operations Lead — Remote, Data‑Driven PSA Platform

Zendesk, Inc.; Texas; Hybrid; USD 116,000 - 174,000; Full time

Benefits offered by this job

Hybrid work

Bonus eligibility

Comprehensive benefits

Job summary

Zendesk, Inc. is seeking a CX Operations Manager for Professional Services to drive the Certinia platform, partner with IT on configurations, and deliver analytics that inform revenue and forecasting.

You will own the PS tech stack, optimize processes, and deliver scalable automation to improve efficiency and outcomes. You will translate business needs into system requirements, build dashboards, and collaborate across IT, finance, and PS leadership.

Qualifications

• 7+ years of experience in operations, business systems, or related analytical roles.
• Experience owning or improving a SaaS platform such as Certinia/FinancialForce or another PSA/CRM is strongly preferred.
• Ability to translate business processes into clear system requirements and work with technical admins without deep engineering work.

Responsibilities

• Own the business strategy, roadmap, and success metrics for Certinia within Professional Services.
• Partner with IT and admins on requirements, configuration, integrations, access, releases, testing, and issue resolution.
• Perform light administration and configuration within governance, maintain rules, workflows, fields, and reports; escalate complex work to IT.
• Improve PS processes supported by Certinia: project setup, resource planning, time/expense capture, project health, forecasting, revenue visibility.
• Prioritize enhancements by business value; coordinate UAT, release communications, and adoption support.
• Lead AI-enabled delivery capabilities and automation to enhance efficiency and customer outcomes.
• Build and maintain dashboards for PS KPIs and business metrics across Certinia/Salesforce.
• Develop understanding of data across Certinia, Salesforce, and finance/analytics systems.
• Support forecasting/reporting with data practices and automation.
• Prepare concise analyses and leadership-ready materials for planning and decisions.

Skills

Operations management

Professional Services operations

SaaS platforms

Certinia (FinancialForce)

Salesforce

SQL

Dashboards

Forecasting

Data analytics

Education

Bachelor's degree or higher

Tools

Certinia

Salesforce

Snowflake

Streamlit

Job description

Zendesk, Inc. is seeking a CX Operations Manager for Professional Services to drive the Certinia platform, partner with IT on configurations, and deliver analytics that inform revenue and forecasting.

You will own the PS tech stack, optimize processes, and deliver scalable automation to improve efficiency and outcomes. You will translate business needs into system requirements, build dashboards, and collaborate across IT, finance, and PS leadership.