CX Ops Lead — PS Platform & Analytics

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

Job summary

Zendesk, Inc. is seeking a CX Operations Manager for Professional Services to drive Certinia-based processes and analytics that enable revenue visibility and operating effectiveness. The role blends system administration with strategic problem solving, partnering with IT and PS leadership to deliver scalable improvements.

You will build dashboards, lead forecasting efforts, and translate business needs into actionable system requirements, shaping the PS operating model for a growing global team.

Qualifications

• 7+ years in operations, business systems, or analytics roles.
• Experience owning/improving a SaaS platform (Certinia/PS/CRM) is preferred.
• Ability to translate business needs into system requirements with technical partners.
• Strong analytical skills with forecasting and revenue analysis.

Responsibilities

• Own the business strategy, roadmap, and success measures for Certinia within Professional Services.
• Partner with IT on configuration, integrations, access, releases, testing, and issue resolution.
• Perform light administration of business rules, workflows, reports, and user settings.
• Develop reports and dashboards to provide visibility into PS KPIs and revenue.
• Improve processes for project setup, resource planning, time/expense capture, and forecasting.
• Lead evaluation and adoption of AI-enabled delivery capabilities and automation.
• Coordinate release communications, user adoption, and training.
• Ensure data quality and governance across Certinia, Salesforce, and finance systems.
• Prepare leadership-ready analyses to support planning and decisions.

Skills

7+ years experience

Certinia/PS platform

Salesforce

SQL

Data analytics

Forecasting

Dashboards

Communication

Tools

Certinia (FinancialForce)

Salesforce

Snowflake

Streamlit

Job description

Zendesk, Inc. is seeking a CX Operations Manager for Professional Services to drive Certinia-based processes and analytics that enable revenue visibility and operating effectiveness. The role blends system administration with strategic problem solving, partnering with IT and PS leadership to deliver scalable improvements.

You will build dashboards, lead forecasting efforts, and translate business needs into actionable system requirements, shaping the PS operating model for a growing global team.