Job Description
Lead Continuous Improvement Analyst
The Lead Continuous Improvement Analyst role will be responsible for leading ongoing transformation efforts focused on the evolution of Zendesk’s operations, and core business processes. This role will be a key contributor to championing the customer experience by analyzing, identifying, and implementing improvement opportunities across Zendesk’s Customer Operations.
Responsibilities
Lead various continuous improvement activities across Zendesk’s 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.
Leads cross functional meetings, discussions, and drives to 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 to other working teams
Resolve project issues through direct action, problem solving techniques, and/or escalation, when necessary
Performs ongoing reviews, and presentations with Advocacy leadership to ensure common understanding and expectations
Builds and maintains relationships with key stakeholders to identify areas of opportunity for improvement
Delivers recommendations based on initiative outcomes and results
Partners closely with Workforce Optimization leaders for implementation of various initiatives and measurement of success
Creates a measurable iterative continuous improvement environment
Effectively communicates across Zendesk appropriately and as needed
Experience
5+ years of experience, process mapping through process tools. Workflow design
Experience with using Zendesk
Project management experience/skills and through 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
Appropriately communicates organization information through department meetings, one-on-one meetings, and appropriate email, and regular interpersonal communication
Has experience using the Zendesk suite for customer support
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.
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 peopleandplaces@zendesk.com with your specific accommodation request.