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Lead Continuous Improvement Analyst
hace 2 meses
About the Role
We are seeking a highly skilled Transformation Analyst 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 continuous improvement activities across our continuous improvement lifecycle stages of analysis, discovery, implement, measure, and sustain.
- 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 staff 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 Advocacy 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 implementation of various initiatives and measurement of success.
- Create a measurable iterative continuous improvement environment.
- Effectively communicate across Zendesk appropriately and as needed.
Requirements
- 5+ years of experience in process mapping through process tools and workflow design.
- Experience with using Zendesk.
- Project management experience/skills and execution.
- Proficient use of Google Suite, including Sheets, Slides, and Docs.
- Proficient use of project management tools (e.g., Smartsheet, Asana, Jira, Confluence).
- Leads with impact & influence.
- Establishes credibility, effectively persuades and develops others, and achieves important objectives collaboratively.
- Champions Zendesk culture and empowers employees to take responsibility for their jobs and goals.
- Maintains transparent communication and showcases strong communication, interpersonal, and presentation skills.
- Communicates organizational information through department meetings, one-on-one meetings, and appropriate email and regular interpersonal communication.
- Has experience using the Zendesk suite for customer support.
About Zendesk
Zendesk is not your average tech company. We have all the stuff you'd expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us.
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
Hybrid Work Model
In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
Diversity and Inclusion
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.
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 with your specific accommodation request.
