Senior Operations Lead, AI and Automation

Zendesk; Wisconsin; Hybrid; USD 117,000 - 175,000; Full time

Job summary

Join a leading company at the forefront of customer support with a focus on AI and automation. The Senior Operations Lead role involves coordinating cross-functional projects to enhance customer experiences through AI-driven solutions. Ideal candidates will have extensive experience in operations management and a strong grasp of AI technologies, driving impactful initiatives within the team.

Qualifications

• 6+ years of experience in operations management, preferably IT, AI, or automation.
• Strong understanding of conversational AI and automation technologies.
• Proven ability to manage complex projects in fast-paced environments.

Responsibilities

• Coordinate team operations including sprint planning and Jira management.
• Meet stakeholders to define business requirements and translate them into technical requirements.
• Develop project timelines and manage project plans.

Skills

Project Management

Operations Management

Agile Methodologies

Communication

Problem-Solving

Education

Bachelor’s degree

Tools

Jira

Confluence

Job description

Senior Operations Lead, AI and Automation

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Senior Operations Lead, AI and Automation

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Job Description

At Zendesk, we’re redefining customer support with AI-driven automation. We are doing this first for our own support experience. By combining your strong operational expertise and passion for AI and automation, you will coordinate and help the team execute cross-functional projects that bring the latest technology of AI Agents into the customer support experience. You will report to the Director of Chatbots, AI & Automation on the Operational Excellence team.

Job Description

At Zendesk, we’re redefining customer support with AI-driven automation. We are doing this first for our own support experience. By combining your strong operational expertise and passion for AI and automation, you will coordinate and help the team execute cross-functional projects that bring the latest technology of AI Agents into the customer support experience. You will report to the Director of Chatbots, AI & Automation on the Operational Excellence team.

You will be a great fit for this role if you excel at creating project plans for cross-functional technical teams and have a strong ability to gather business requirements from stakeholders that you turn into technical requirements. A bonus if you are willing to roll up your sleeves and learn the details of the AI Agent and automation technologies that you will be supporting.

What you’ll be doing

• Coordinate team operations: Facilitate operational tasks such as sprint planning, retrospectives, and management of the team’s Jira board
• Scope projects with stakeholders: Meet with key stakeholders to define business requirements and translate them into technical requirements for the team to execute against
• Create project timelines: Develop schedules, project plans, and manage the creation of Jira cards
• Project Management: Apply agile principles to plan, execute, and deliver AI initiatives on time
• Collaborate with partner teams: Navigate security, legal, and engineering processes and workflows that are required for project delivery
• Execute on roadmap: Work closely with your leadership to turn the team’s roadmap into working projects with defined impact/success metrics
• Compile documentation: Maintain a repository of documentation for the team’s projects, implementations, and decisions.
  
  

What you bring to the role

• Bachelor’s degree
• 6+ years of experience in operations management, preferably within IT, AI, or automation-focused teams.
• Strong understanding of conversational AI concepts, workflows, and automation technologies.
• Proven ability to manage complex projects and work with cross-functional teams in a fast-paced environment.
• Comfortable operating in a business environment where you can connect technical solutions to high level KPIs
• Excellent communication, organizational, and problem-solving skills.
• Experience with agile methodologies and tools such as Jira, Confluence, or similar platforms.
  
  

The US annualized base salary range for this position is $117,000.00-$175,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The Intelligent Heart Of Customer Experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [e-mail] with your specific accommodation request.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Software Development

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