Strategy and Operations, Senior Manager, Professional Services
ZendeskJob Description
About the Role
At Zendesk, we believe the future of customer success is rooted in human connection, driven by insight, and amplified by operational excellence. We are looking for a Strategy & Operations Partner within our Data and Insights group to serve as the primary architect and orchestrator for our Global Professional Services (PS) organization.
In this high-impact role, you will be the primary business partner to our SVP of Professional Services, bridging the gap between frontline delivery teams and strategic execution. You aren't just managing tasks; you are designing the "connective tissue" that ensures our Pro-Serve team hits its objectives, KPIs, and revenue outcomes through sophisticated data insights and robust process development.
Key Responsibilities
Strategic Orchestration & Annual Planning: Lead the annual planning process and serve as the program manager for high-stakes strategic projects that drive global delivery objectives and outcomes.
Revenue Architecture & Process Development: Design and optimize the frameworks supporting offering development, PS operational standards, tooling set up and usage to drive consistent revenue integrity and ensure scalable growth.
Data Insights & Ecosystem Integration: Consolidate complex, multi-source data sets (from Certinia, Salesforce, Gainsight, Snowflake, and more) into unified, actionable dashboards that inform executive-level decision-making.
Data Collection & Management: Acquiring data from primary/secondary sources, designing databases, and maintaining data systems to ensure integrity.
Data Analysis & Cleansing: Processing, cleansing, and verifying data to eliminate errors. Performing diagnostic analytics to explain why something happened and predictive analytics to determine future outcomes.
Reporting & Visualization: Creating reports and interactive dashboards (using Tableau, Looker) to communicate findings to non-technical stakeholders.
Process Optimization: Identifying inefficiencies and recommending data-driven solutions to enhance operational efficiency.
Data Governance: Ensuring data used for analysis complies with regulatory standards and company policies.
Stakeholder management: Facilitate deep collaboration across Sr. Stakeholders in the PS business and drive execution with cross functional partners in Finance, Rev-Ops, and other Zendesk teams to ensure global alignment and synchronized execution.
Change Management & Excellence: Drive the adoption of new standardized workflows and tools within the PS field teams, ensuring minimal disruption and high effectiveness.
Project Management: Managing analytics projects from inception to completion, ensuring deliverables meet client requirements.
Industry Benchmarking: Providing competitive analysis and benchmarking services to help clients improve their market position.
What You Bring to the Role
Experience: 7-10+ years in Strategy & Operations or Professional Services Operations within a high-growth B2B SaaS environment.
Domain Expertise: Deep understanding of the Professional Services lifecycle, including revenue forecasting, resource management, and complex customer engagement models.
Strategic Thinker with Operational Rigor: You can balance big-picture goals with the disciplined execution of detailed tasks, moving from "reactive firefighting" to proactive execution.
Change Management Pro: Proven ability to lead cross-functional transitions and drive behavioral change across large, distributed field teams.
Communication Mastery: Exceptional ability to translate complex data and operational concepts into clear, strategic narratives for technical teams and executive leadership alike.
Systems and Tooling: Proficiency in SQL, Excel/Sheets, and BI tools (Looker preferred). Experience working with Certinia, Gainsight, Salesforce, or Snowflake preferred.
Success Measures
Data Visibility: Development of unified reporting and dashboards that provide a "full book of business" view into PS health and metrics.
Revenue Design: Direct contribution to understanding customer needs, bookings attainment, delivery revenue conversion, retention of renewable services through overall portfolio performance management.
Operational Scalability: Successful global implementation and adoption of standardized workflows that reduce ambiguity and operational silos.
This is a high-impact role at the intersection of technology and customer value. You'll directly enable Zendesk's Customer Success team to engage smarter, faster, and more proactively — helping us retain and grow our customer base in 2026 and beyond.
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.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
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 peopleandplaces@zendesk.com with your specific accommodation request.