CX Operations & Strategy Lead

Zendesk, Inc.; Town of Texas (WI); Hybrid; USD 116,000 - 174,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zendesk, Inc. is seeking a CX Operations Manager to drive the Certinia Professional Services platform, partnering with IT for configuration and administration.

You will build analytics and forecasting insights to help PS leaders understand revenue drivers and performance, translating stakeholder needs into clear requirements and reporting. The role blends hands-on system work with analytical problem-solving, delivering scalable processes, dashboards, and governance to ensure consistent global PS

Qualifications

• 7+ years in operations or analytics role.
• Experience owning or improving a SaaS platform (Certinia/PSA/CRM).
• Translate business processes into clear system requirements.
• Strong forecasting and revenue/financial analysis skills.
• Dashboards/reports with Certinia, Salesforce, Snowflake, Streamlit; SQL querying a plus.

Responsibilities

• Own the strategy, roadmap, and success measures for Certinia within Professional Services.
• Collaborate with IT on requirements, configuration, integrations, access, releases, testing, and issue resolution.
• Maintain business rules, workflows, fields, reports, and user-facing settings; escalate technical work when needed.
• Build reports and dashboards with visibility into PS KPIs and business metrics.
• Identify, evaluate, and adopt AI-enabled delivery capabilities and scalable methods.

Skills

Forecasting

Revenue analysis

Variance analysis

Dashboards

SQL

Communication

Tools

Certinia (FinancialForce)

Salesforce

Snowflake

Streamlit

Job description

Zendesk, Inc. is seeking a CX Operations Manager to drive the Certinia Professional Services platform, partnering with IT for configuration and administration.

You will build analytics and forecasting insights to help PS leaders understand revenue drivers and performance, translating stakeholder needs into clear requirements and reporting. The role blends hands-on system work with analytical problem-solving, delivering scalable processes, dashboards, and governance to ensure consistent global PS