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Lead Business Improvement Specialist

hace 2 meses

Xico, México Zendesk, S. De R.L. De Cv (Mexico) A tiempo completo
Job Description

Job Title: Lead Business Improvement Specialist

Company: Zendesk, S. De R.L. De Cv (Mexico)

Job Summary:

We are seeking a highly skilled Lead Business Improvement Specialist to join our team at Zendesk. As a key member of our Operations team, you will be responsible for leading ongoing transformation efforts focused on the evolution of our operations and core business processes.

Key Responsibilities:

  • Lead various business improvement activities across our continuous improvement lifecycle stages of analysis, discovery, implementation, measurement, and sustainment.
  • Lead the coordination and achievement of business goals pertaining to Operational Excellence cost and efficiency improvements.
  • Lead cross-functional meetings, discussions, and drive aligned decision-making.
  • Manage work through asynchronous and synchronous tactics.
  • Train team members and peers in the understanding and deployment of Continuous Improvement practices.
  • Serve as a subject matter expert for continuous improvement practices and change management by facilitating improvement programs and projects.
  • Act as an advisor on continuous improvement activities across the Customer Operations organization.
  • 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.
  • Resolve project issues through direct action, problem-solving techniques, and/or escalation, when necessary.
  • Perform ongoing reviews and presentations with leadership to ensure common understanding and expectations.
  • Build and maintain relationships with key stakeholders to identify areas of opportunity for improvement.
  • Deliver recommendations based on initiative outcomes and results.
  • Partner closely with Workforce Optimization leaders for the implementation of various initiatives and measurement of success.
  • Create a measurable iterative continuous improvement environment.
  • Effectively communicate across the organization as needed.

Requirements:

  • 5+ years of experience in process mapping through process tools and workflow design.
  • Experience with using Zendesk.
  • Project management experience/skills through execution.
  • Proficient use of Google Suite, including Sheets, Slides, and Docs.
  • Proficient use of project management tools (e.g., Smartsheet, Asana, Jira, Confluence).
  • Lead with impact and influence.
  • Establish credibility, effectively persuade and develop others, and achieve important objectives collaboratively.
  • Champion Zendesk culture and empower employees to take responsibility for their jobs and goals.
  • Maintain transparent communication and showcase strong communication, interpersonal, and presentation skills.
  • Experience using the Zendesk suite for customer support.

About Us:

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.