Remote CX Operations Lead – Professional Services

Zendesk, Inc.; Austin (TX); Hybrid; USD 116,000 - 174,000; Full time

Job summary

Zendesk, Inc. seeks a CX Operations Manager to lead Certinia-based Professional Services operations, analytics, forecasting, and system governance.

You will partner with IT, drive PS revenue visibility, and implement automation to improve efficiency and outcomes. In this high-impact role, you’ll build dashboards, define success metrics, and work with Salesforce, Snowflake, Certinia, and data teams to enable scalable growth across US PS teams.

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 administrators without needing to own 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.
• Prioritize enhancement requests based on business value, user impact, risk, and effort. Coordinate user acceptance testing, release communications, documentation, and adoption support.
• Lead the identification, evaluation, and adoption of AI-enabled delivery capabilities, automation solutions, and scalable implementation methodologies that enhance efficiency, consistency, and customer outcomes.
• Build and maintain reports and dashboards that provide clear visibility into professional services KPIs and business metrics.
• Develop a strong understanding of the underlying data across Certinia, Salesforce, and relevant finance or analytics systems.
• Support repeatability and efficiency of forecasting and reporting through strong data practices, process improvements, and fit-for-purpose automation.
• Prepare concise analyses and leadership-ready materials that support planning, prioritization, and operational decisions.

Skills

Operations

Business Systems

Forecasting

Data Analysis

Tools

Certinia

Salesforce

Snowflake

Streamlit

SQL

Job description

Zendesk, Inc. seeks a CX Operations Manager to lead Certinia-based Professional Services operations, analytics, forecasting, and system governance.

You will partner with IT, drive PS revenue visibility, and implement automation to improve efficiency and outcomes. In this high-impact role, you’ll build dashboards, define success metrics, and work with Salesforce, Snowflake, Certinia, and data teams to enable scalable growth across US PS teams.