Senior Lead Business Process Analyst

Job Description

The Senior Lead Business Process Analyst role will be responsible for leading ongoing transformation efforts focused on the evolution of Zendesk’s operations, and core business processes. In this role, you will take the lead in planning, performing, and implementing process improvement initiatives using methodologies such as Lean and Six Sigma. You will evaluate existing processes, partner to determine metrics for measurement, and identify opportunities for future improvements, all while working autonomously to drive results.    

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. 

• Demonstrated ability to manage a portfolio of process improvement initiatives, balancing short-term gains with long-term strategic goals.

• Experience in prioritizing projects within the portfolio based on organizational objectives, resource availability, and potential impact.

• Strong understanding of resource allocation and capacity planning to ensure effective execution of multiple initiatives simultaneously.

• Ability to assess project performance and outcomes, making data-driven decisions to optimize the portfolio for maximum efficiency and effectiveness.

• Skilled in utilizing project management tools and methodologies to track progress, manage risks, and communicate updates to stakeholders.

• Proficiency in project management methodologies and tools, with experience in planning, executing, and monitoring projects effectively.

• Ability to prioritize tasks and manage multiple projects simultaneously while meeting deadlines.

• Strong relationship-building skills to foster partnerships with stakeholders across various departments.

• 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.

• Builds and maintains relationships with key stakeholders to identify areas of opportunity for improvement.

• Delivers recommendations based on initiative outcomes and results.

• Creates a measurable iterative continuous improvement environment 

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) 

• PMP, or Six Sigma certification preferred 

• 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

The US annualized base salary range for this position is $135,000.00-$203,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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 [email protected] with your specific accommodation request.