Business Transformation Lead

Job Description

We are looking for a dynamic, results-focused Business Transformation Principal to join our growing Strategy & Transformation Team, driving transformation programs aimed at delivering Zendesk’s corporate strategy.

This role leads high-priority, cross-functional strategic initiatives, owning end-to-end planning and execution to deliver identified business results. This involves partnering with senior leaders across the organization and, at times, external stakeholders (such as private equity owners and/or consultants) to ensure appropriate alignment with, support for, and execution of program goals and objectives. The role will improve alignment between corporate strategies, organization objectives, execution teams, and results. Success requires high business acumen, strong strategic and analytical thinking, and effective communication and interpersonal skills to ensure initiative success and meaningful business impact.

**Wha**t you get to do everyday**:

- Support one or more strategic initiative(s) and/or lead one or more smaller strategic initiative(s) in partnership with senior leadership, private equity owners, and/or third-party consultants, translating corporate strategies into execution-ready initiatives and driving cross-functional teams to deliver on those objectives. Focus varies by program and may include strategy planning and execution, initiative structure and governance, strategic thinking and visioning, business case development, organizational design and implementation, and/or organizational change management.
- Bring structure to sometimes ambiguous visions and craft initiatives to bring them to life. Identify and drive key activities, shape meeting cadences, lead meetings, own content / deliverables, drive analysis, make recommendations, and engage with cross-functional stakeholders to get input and buy-in.
- Provide high-quality, data-backed guidance and recommendations to senior leadership to drive business outcomes.
- Build and lead program team required to achieve key objectives, leading by influence rather than authority to build trust across the organization.
- Support development of systems and processes to track and measure initiative success; support development of reporting, Executive Leadership Team / Board content, and other communications.
- Support change management strategy definition and execution to fully embed organizational changes while minimizing disruption.
- Identify and resolve roadblocks, risks, objections, conflicts, and negotiations.
- Positively impact the effectiveness and efficiency of program team members by sharing your experiences and contributing to the continuous improvement of our methodology.
- Work from the Zendesk Mexico City office at least one day per week, with up to 4 days remote/flexible. Please note anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX).

**What you bring to the role**:

- 8+ years of experience in management consulting, business operations, corporate strategy, program management, operations improvement, business process improvement, change management, data analysis, and/or private equity.
- Proven track record of supporting several large-scale, complex programs and leading smaller complex projects, delivering measurable business outcomes.
- Demonstrated success working across diverse teams and geographies.
- Ability to distill complex, multi-faceted topics into an organized, structured approach and mobilize the right people to execute.
- Strong ability to communicate effectively at all levels, building consensus to drive change.
- Strong executive presence.
- Skilled at actively managing and communicating risk.
- Sense of urgency, positivity, growth mindset, and collaborative team player.
- Ability to follow and positively influence Business Transformation methodology and best practices.
- Project Management Professional (PMP), Prosci Change Management, and Lean Six Sigma Green / Black Belt certifications are 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