Lead Continuous Improvement Analyst

hace 1 semana

Ciudad de México, Ciudad de México Zendesk, Inc. A tiempo completo
Job Description

The Transformation Champion role will be responsible for leading ongoing transformation efforts focused on the evolution of Zendesk's operations and core business processes. This role will be a key contributor to championing the customer experience by analyzing, identifying, and implementing improvement opportunities across Zendesk's Operations.

Key Responsibilities

  1. Lead various continuous improvement activities across Zendesk's continuous improvement lifecycle stages of analysis, discovery, implementation, measurement, and sustainment.
  2. Lead the coordination and achievement of business goals pertaining to Operational Excellence cost and efficiency improvements.
  3. Lead cross-functional meetings, discussions, and drives to aligned decision making.
  4. Manage work through asynchronous and synchronous tactics.
  5. Train team members and peers in the understanding and deployment of Continuous Improvement practices.
  6. Serve as staff subject matter expert for continuous improvement practices and change management by facilitating improvement programs and projects.
  7. Act as an advisor on continuous improvement activities across the Customer Operations organization.
  8. Assist with the development of improvement tools and templates, and maintain a set of common process improvement tools that can be shared with other working teams.
  9. Resolve project issues through direct action, problem-solving techniques, and/or escalation, when necessary.
  10. Perform ongoing reviews and presentations with Advocacy leadership to ensure common understanding and expectations.
  11. Build and maintain relationships with key stakeholders to identify areas of opportunity for improvement.
  12. Deliver recommendations based on initiative outcomes and results.
  13. Partner closely with Workforce Optimization leaders for implementation of various initiatives and measurement of success.
  14. Create a measurable iterative continuous improvement environment.
  15. Effectively communicate across Zendesk appropriately and as needed.

Requirements

  1. 5+ years of experience in process mapping through process tools and workflow design.
  2. Experience with using Zendesk.
  3. Project management experience/skills and execution.
  4. Proficient use of Google Suite, including Sheets, Slides, and Docs.
  5. Proficient use of project management tools (e.g., Smartsheet, Asana, Jira, Confluence).
  6. Lead with impact & influence.
  7. Establish credibility, effectively persuade and develop others, and achieve important objectives collaboratively.
  8. Champion Zendesk culture and empower employees to take responsibility for their jobs and goals.
  9. Maintain transparent communication and showcase strong communication, interpersonal, and presentation skills.
  10. Appropriately communicate organization information through department meetings, one-on-one meetings, and regular interpersonal communication.
  11. Experience using the Zendesk suite for customer support.

About Zendesk

Zendesk is a leading provider of customer service and engagement software. Our mission is to deliver exceptional customer experiences through innovative technology and a commitment to customer satisfaction. We believe in empowering our employees to make a meaningful impact on our customers' lives and to drive business results through continuous improvement and innovation.

What We Offer

We offer a dynamic and inclusive work environment that values diversity, equity, and inclusion. Our employees enjoy a range of benefits, including competitive pay, comprehensive health insurance, retirement savings plans, and opportunities for professional growth and development. We also offer flexible work arrangements, including remote work options, to support work-life balance.

How to Apply

If you are a motivated and results-driven professional with a passion for continuous improvement and customer experience, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you

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