<div><strong>Job Description</strong><br/><br/><b>About the Role</b><br/><br/>In this high-impact role, you will be the primary business partner to our SVP of Professional Services, bridging the gap between frontline delivery teams and strategic execution. You aren't just managing tasks; you are designing the "connective tissue" that ensures our Pro-Serve team hits its objectives, KPIs, and revenue outcomes through sophisticated data insights and robust process development.<br/><br/><b>Key Responsibilities</b><br/><ul><li>Strategic Orchestration & Annual Planning: Lead the annual planning process and serve as the program manager for high-stakes strategic projects that drive global delivery objectives and outcomes.</li><li>Revenue Architecture & Process Development: Design and optimize the frameworks supporting offering development, PS operational standards, tooling set up and usage to drive consistent revenue integrity and ensure scalable growth.</li><li>Data Insights & Ecosystem Integration: Consolidate complex, multi-source data sets (from Certinia, Salesforce, Gainsight, Snowflake, and more) into unified, actionable dashboards that inform executive-level decision-making.<br/><ul><li>Data Collection & Management: Acquiring data from primary/secondary sources, designing databases, and maintaining data systems to ensure integrity.</li><li>Data Analysis & Cleansing: Processing, cleansing, and verifying data to eliminate errors. Performing diagnostic analytics to explain why something happened and predictive analytics to determine future outcomes.</li><li>Reporting & Visualization: Creating reports and interactive dashboards (using Tableau, Looker) to communicate findings to non-technical stakeholders.</li><li>Process Optimization: Identifying inefficiencies and recommending data-driven solutions to enhance operational efficiency.</li><li>Data Governance: Ensuring data used for analysis complies with regulatory standards and company policies.</li></ul></li><li>Stakeholder management: Facilitate deep collaboration across Sr. Stakeholders in the PS business and drive execution with cross functional partners in Finance, Rev-Ops, and other Zendesk teams to ensure global alignment and synchronized execution.</li><li>Change Management & Excellence: Drive the adoption of new standardized workflows and tools within the PS field teams, ensuring minimal disruption and high effectiveness.</li><li>Project Management: Managing analytics projects from inception to completion, ensuring deliverables meet client requirements.</li><li>Industry Benchmarking: Providing competitive analysis and benchmarking services to help clients improve their market position.</li></ul><br/><br/><b>What You Bring to the Role</b><br/><ul><li>Experience: 7-10+ years in Strategy & Operations or Professional Services Operations within a high-growth B2B SaaS environment.</li><li>Domain Expertise: Deep understanding of the Professional Services lifecycle, including revenue forecasting, resource management, and complex customer engagement models.</li><li>Strategic Thinker with Operational Rigor: You can balance big-picture goals with the disciplined execution of detailed tasks, moving from "reactive firefighting" to proactive execution.</li><li>Change Management Pro: Proven ability to lead cross-functional transitions and drive behavioral change across large, distributed field teams.</li><li>Communication Mastery: Exceptional ability to translate complex data and operational concepts into clear, strategic narratives for technical teams and executive leadership alike.</li><li>Systems and Tooling: Proficiency in SQL, Excel/Sheets, and BI tools (Looker preferred). Experience working with Certinia, Gainsight, Salesforce, or Snowflake preferred.</li></ul><br/><br/><b>Success Measures</b><br/><ul><li>Data Visibility: Development of unified reporting and dashboards that provide a "full book of business" view into PS health and metrics.</li><li>Revenue Design: Direct contribution to understanding customer needs, bookings attainment, delivery revenue conversion, retention of renewable services through overall portfolio performance management.</li><li>Operational Scalability: Successful global implementation and adoption of standardized workflows that reduce ambiguity and operational silos.</li></ul><br/>This is a high-impact role at the intersection of technology and customer value. You'll directly enable Zendesk's Customer Success team to engage smarter, faster, and more proactively - helping us retain and grow our customer base in 2026 and beyond.<br/><br/>