CX Ops Lead, PSA Platform & Analytics – Hybrid

Ultimate.ai; Texas; Hybrid; USD 116,000 - 174,000; Full time

Job summary

Zendesk is seeking an CX Operations Manager for its Professional Services organization. You will own Certinia-driven processes, partner with IT on configurations, and develop analytics that forecast revenue and project health.

You will build dashboards, drive efficiency, and translate PS needs into actionable system requirements while leading AI-enabled delivery initiatives. This hybrid role offers substantial impact and growth.

Qualifications

• 7+ years of experience in operations, business systems, Professional Services operations, or a related analytical role.
• Experience owning or improving a business-critical SaaS platform; Certinia (FinancialForce), or another PSA/CRM platform experience is strongly preferred
• Ability to translate business processes into clear system requirements and work effectively with technical admins without deep engineering work.

Responsibilities

• Own the business strategy, roadmap, and success measures for Certinia, ensuring the platform supports Professional Services priorities and operating processes.
• Partner with IT and system administrators on requirements, configuration, integrations, access, releases, testing, and issue resolution; bring business context and ensure changes are sustainable.
• Perform light administration and configuration within the agreed governance model, such as maintaining business rules, workflows, fields, reports, and user-facing settings; escalate technical, security, or integration work to IT.
• Partner with PS stakeholders to improve processes supported by Certinia, including project setup, resource planning, time and expense capture, project health, forecasting, and revenue visibility.

Skills

7+ years ops/PS

Analytical forecasting

Cross-team influence

Tools

Certinia

Salesforce

Snowflake

Streamlit

SQL

Job description

Zendesk is seeking an CX Operations Manager for its Professional Services organization. You will own Certinia-driven processes, partner with IT on configurations, and develop analytics that forecast revenue and project health.

You will build dashboards, drive efficiency, and translate PS needs into actionable system requirements while leading AI-enabled delivery initiatives. This hybrid role offers substantial impact and growth.