Senior Principal, Business Transformation

Who we're looking for

The Senior Principal, Business Transformation leads high-priority cross-functional strategic initiatives, owning end-to-end planning and execution through the full initiative lifecycle This involves partnering with senior leaders across the organization and, at times, external partners (such as PE and/or consultants). This role requires high intuition for business, strong strategic and analytical thinking, and effective communication and social skills to ensure initiative success and relevant business impact.

What you'll be doing
- Own one or more transformation initiatives in partnership with senior leadership, financial sponsors (PE), and/or third-party consultants, from inception through implementation, in areas such as:

- Case development and execution
- Process and/or organizational design and implementation
- Strategy execution planning and implementation
- Provide high-quality, data-backed guidance and recommendations to senior leaders to drive business outcomes
- Build and lead project team required to achieve key objectives
- Identify and drive key activities, including crafting meeting cadence, leading meetings, owning content / results, driving analysis, making recommendations, and engaging with cross-functional partners to get input and consensus
- Partner with Program Management to solidify and lead all aspects of project plans and governance
- Lead organisational change activities, as needed
- Identify and resolve roadblocks when they arise
- Establish POV on when and how to transition ongoing operations back to the business
- Lead development of systems and processes to track and measure initiative success
- Lead development of reporting, E-Staff/Board content, and other communications for transformation efforts
- Lead or support other high-priority ad hoc initiatives (e.g., strategy offsites), as needed
- This role would be expected to be based in Mexico City, at least 2 days/week in the Zendesk office and 3 days remote/flexible

Basic Qualifications:

- 12+ years of experience in operations improvement, business process improvement, change management, data analysis, management consulting, private equity, corporate strategy, and/or business operations
- Excellent communication at all levels and ability to build consensus and lead change
- Skilled at actively handling and communicating risk
- Urgency, positivity, growth mindset, and collaborative teammate
- English fluency

Preferred Qualifications:

- Go-to-market and/or commerce-to-cash / revenue management functional experience (key areas of focus for our business transformation)
- Management consulting
- Corporate strategy and/or business operations
- Project / program management
- Change management

**Where We Work**:
Being digital first doesn’t mean we’re digital only. 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 Mexico City office on a weekly basis for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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**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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.