CX Ops Manager – Professional Services – Professional Services Operations

Job Description

CX Operations Manager | Zendesk

The Tone:
This is a full-time role at Zendesk, located in a hybrid capacity across the USA. Zendesk develops software built to bring a sense of calm to the chaotic world of customer service, powering billions of conversations with brands globally. This role is crucial for accelerating customer value, adoption, and retention by enabling the Customer Success organization to operate with consistency at global scale and by supporting Zendesk’s Professional Services organization. You will directly enable the Professional Services Team to work smarter and faster, helping deliver best-in-class Customer Experience.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid, USA
• Pay: $116000–$174000 yearly
• Team: CX Strategy & Operations Team; supports Zendesk’s Professional Services organization.
• Mission: Drive the business direction and day-to-day effectiveness of the Professional Services platform, build analytics and forecasting insights for Professional Services leaders, and enhance efficiency and consistency in customer outcomes.
• Tech Stack: Certinia (FinancialForce), Salesforce, Snowflake, Streamlit, SQL

What You’ll Actually Do
• Platform Ownership: Own the business strategy, roadmap, and success measures for Certinia, ensuring the platform supports Professional Services priorities and operating processes.
• System Collaboration: Partner with IT and system administrators on Certinia requirements, configuration, integrations, access, releases, testing, and issue resolution, providing business context.
• Process Improvement: Collaborate with Professional Services stakeholders to improve processes such as project setup, resource planning, time and expense capture, and forecasting, all supported by Certinia.
• Data Analysis: Build and maintain reports and dashboards that provide clear visibility into professional services KPIs and business metrics, using underlying data across various systems.
• Strategic Enhancement: Lead the identification, evaluation, and adoption of AI-enabled delivery capabilities, automation solutions, and scalable implementation methodologies to enhance efficiency and customer outcomes.

The Must-Haves
• Background: Manager-level professional with core domain knowledge in operations, business systems, or Professional Services operations.
• Experience: 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.
• Skills: Strong analytical skills with experience in forecasting, revenue or financial analysis, and variance analysis; ability to translate business processes into clear system requirements; clear written and verbal communication skills; sound judgment.
• Bonus: Comfort querying and validating data with SQL or comparable tools.