CX Ops Lead, Professional Services (Hybrid)

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

Job summary

Zendesk, Inc. is seeking a CX Operations Manager to lead Certinia-based processes for the Professional Services team. You will collaborate with IT on configurations, drive analytics, and build forecasting insights to guide PS leadership and revenue visibility.

You will partner with stakeholders to improve workflows, implement AI-enabled delivery capabilities, and develop robust dashboards across Certinia, Salesforce, and finance systems. This role combines hands-on setup with strategic planning.

Qualifications

• 7+ years in operations or analytics roles.
• Experience owning or improving a business-critical SaaS platform; Certinia (FinancialForce) or PSA/CRM experience preferred
• Translate business processes into clear system requirements and work with technical admins
• Strong analytical skills with forecasting, revenue analysis, variance analysis
• Experience building dashboards with Certinia, Salesforce, Snowflake, Streamlit; SQL querying is a plus
• Clear written and verbal communication; influence across teams

Responsibilities

• Own the strategy, roadmap, and success metrics for Certinia.
• Partner with IT on configurations, integrations, releases, testing, and issue resolution.
• Perform light admin within governance; escalate complex work to IT.
• Improve processes like project setup, time/expense capture, forecasting and revenue visibility.
• Build and maintain dashboards showing PS KPIs and business metrics.
• Develop understanding across Certinia, Salesforce, and finance/analytics systems.
• Lead AI-enabled delivery capabilities, automation, and scalable implementation methods.

Skills

Operations management

SaaS platform

Forecasting

Analytics

Cross-team collaboration

Tools

Certinia

Salesforce

Snowflake

Streamlit

SQL

Job description

Zendesk, Inc. is seeking a CX Operations Manager to lead Certinia-based processes for the Professional Services team. You will collaborate with IT on configurations, drive analytics, and build forecasting insights to guide PS leadership and revenue visibility.

You will partner with stakeholders to improve workflows, implement AI-enabled delivery capabilities, and develop robust dashboards across Certinia, Salesforce, and finance systems. This role combines hands-on setup with strategic planning.