Senior Professional Services Operations Business Partner

Job Description

Senior Business Process Manager, Professional Services | Zendesk

The Tone:
This is a full-time role at Zendesk, located in Mexico City, Mexico. Zendesk helps companies build better relationships with their customers through exceptional products and teams. The global Professional Services team delivers a range of services to onboard customers quickly, easily, and ensure they derive ongoing value. This role is crucial as it serves as the primary business partner for the SOW-based professional service business, connecting its priorities to the essential processes, systems, insights, and operating rhythms that drive organizational delivery.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – Mexico City, Mexico

• Team: Global Professional Services Operations Team, individual contributor
• Mission: Owns the effectiveness of deal review and approvals, delivery methodology and quality, and day-to-day operational processes and results for SOW-based professional services.
• Tech Stack: Certinia/FinancialForce, Salesforce, ChatGPT, Claude, Codex, Gemini, Microsoft Foundry, APIs, MCP integrations.

What You’ll Actually Do
• Partnership: Serve as the primary business partner to delivery leadership, understanding the practice area’s priorities and ensuring global processes, tools, and insights support target achievement.
• Process Ownership: Lead and simplify the deal review and approval process, managing workflows, stakeholder handoffs, and operating guidance to support sound decisions and scale.
• Insights Generation: Develop operational reporting, dashboards, and scorecards that provide leaders with actionable visibility into business performance and emerging bottlenecks.
• Workflow Improvement: Strengthen the PS Ops operating backbone by improving workflows, data quality, system adoption, and handoffs across the delivery lifecycle.
• AI Transformation: Identify high-value opportunities to apply AI tools and automation to PS Ops and Global Services workflows, testing solutions and measuring their impact for adoption.

The Must-Haves
• Background: Senior level, significant experience in Professional Services Operations, business operations, Revenue Operations, PMO, or a related SaaS operations function.
• Experience: A record of independently owning complex, cross-functional work and delivering results in ambiguous environments, with experience improving operational workflows, systems, reporting, or governance in a customer-facing or services organization.
• Skills: Strong analytical skills and ability to combine data for practical recommendations, demonstrated ability to build trust and influence senior stakeholders without formal authority, process judgment for creating lightweight and repeatable workflows, a proactive and solutions-oriented approach, and clear communication skills.
• Bonus: Hands-on experience with PSA, CRM, or project delivery systems like Certinia/FinancialForce or Salesforce; experience using AI tools or automation to improve workflows, decision support, or productivity, or a strong track record of learning new technologies; familiarity with AI assistants and work environments such as ChatGPT, Claude, Codex, Gemini, or Microsoft Foundry, including building reusable skills or working with APIs or MCP integrations.