Zendesk Automation & AI Operations Lead

Wisconsin Foundation and Alumni Association

Madison (WI)

Remote

USD 90,000 - 130,000

Full time

11 hours ago

Be an early applicant

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

Benefits offered by this job

Remote work

Travel to Madison

Competitive pay & benefits

10% 401k after 1 year

Job summary

The Wisconsin Foundation and Alumni Association is seeking a Service Operations Automation Administrator to join our Information Technology team. You will own the Zendesk platform end-to-end, drive automation and AI-enabled improvements, and partner with Security & Compliance to ensure data governance and regulatory alignment.

We support remote work with periodic travel to Madison; candidates residing in AZ, CO, IL, IA, NE, NM, NY, TX, or WI are welcome to apply.

Qualifications

Associate degree or equivalent IT knowledge.
7+ years in service operations with accountability for workflow and service performance.
3+ years Zendesk administration (Support; Guide/Explore preferred).
Proven delivery of measurable operational improvements using process, platform, and automation changes.
Strong analytical skills and comfort with service metrics and reporting.
Ability to gather requirements, manage backlog, and communicate with stakeholders.
Ability to work under pressure and in a team environment.
Confidentiality and responsibility regarding information.

Responsibilities

Own Zendesk product roadmap balancing usability, governance, speed, and priorities.
Administer and optimize core Zendesk components (queues/views, routing, forms, fields, SLAs, triggers, automations, macros, templates, roles, permissions, reporting, hygiene).
Define and enforce standards for categorization and data quality.
Serve as primary contact for platform health, upgrades, vendor coordination, and license management.
Maintain governance and controls across environments and configurations.
Ensure workflows align with privacy, security, and regulatory requirements with Security & Compliance.
Own and enhance Zendesk integrations with key systems for end-to-end data flow and routing.
Manage Zendesk vendor relationships and renewals.
Design and govern knowledge management and self-service (Zendesk Guide) including publishing workflows and KPI reporting.
Define operational KPIs and build dashboards for volume, SLA attainment, cycle time, deflection, and drivers.
Identify, prioritize, and deliver automation opportunities in Zendesk and adjacent tools.
Implement Zendesk AI capabilities with guardrails and human-in-the-loop controls.
Evaluate AI platforms to automate repeatable work while meeting privacy requirements.
Maintain an automation lifecycle and backlog with documentation and training.
Measure automation impact and iterate on performance.