Business Operations Lead

Business Strategy & Operations Lead

We are seeking a Business Strategy & Operations Lead who can collaborate with leaders across the organization, take initiative to search out and resolve inefficiencies, to own and lead high impact improvements and to provide a high level of operational rigor to our Online Business.

Who we're looking for: 

• Curious: You are naturally curious and enjoy working with leaders to drive high impact business decisions—and you can't wait to experiment, learn, and iterate. 

• Creative: You believe there are multiple ways to achieve a goal and you're not afraid of learning new things or teaching others to achieve your vision.

• Coordinated: You thrive in a fast-paced cross-functional involvement and can keep the ball moving while bringing others along with you.

• Candid: You are not afraid to give and seek feedback and collaborate with your partners to make the best decisions for the business and team.

• Consistent: You believe that consistency and rigor is key to building a great team, product, and business.

You will be responsible for supporting leaders in Marketing, Sales, and Product Growth to help create a world class online customer experience. Reporting to the Senior Manager, Operations, you will join the Online Business team that sits within the Product organization.

What you'll do:

• Own and be accountable for improving systems, tools and processes that help us scale our Online strategy to increasingly complex customers—through design, implementation, and refinement

• Build and facilitate the forums and processes that help Product, Marketing, and Sales collaborate and launch high-impact improvements to our customer experience

• Support executive deliverables (executive/board level updates) and rhythms of the business (OKRs, business reviews, annual/quarterly planning)

• Assist in designing and implementing audit mechanisms to monitor process integrity and proactively identify and address underlying causes of issues

• Help identify and implement new opportunities for Zendesk's Online business and end to end customer experience through analysis and research

• Be a thought partner to high level leaders in Product, Marketing and Sales to tackle business growth from multiple angles

Desired Skills and Experience:

• BS/BA degree in business/finance/engineering or related degree OR equivalent combination of education, training, and experience

• 6+ years of experience in management consulting, product operations, business operations and strategy, product, program management, or related field.

• Excellent written and verbal communication skills. Comfortable presenting data and providing recommendations with confidence to senior level stakeholders, even when there is ambiguity involved

• Strong agency, can handle ambiguity in a fast-moving organization, and thrives on a high level of autonomy and responsibility

• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal

• Strong program management skills with experience taking initiatives from conception to launch and managing end-to-end execution of projects/programs, such as tooling assessment & implementation

Nice to have:

• Familiarity with marketing funnel reporting and industry KPIs, such as website sessions, MQLs, pipeline, conversion rates, and bookings is a plus

• Knowledge of SQL is a plus

• Experience analyzing CRM data (e.g. Salesforce) and web tracking (e.g. Google Analytics) a plus

• Experience with user behavior tracking platforms and their data (e.g. Pendo, Segment) a plus

Where We Work

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. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

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: 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.

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 with your specific accommodation request.