Senior Project Coordinator, CX Systems and Business Analytics

About You

You’re a connector who puts people first and values the lasting partnerships you’ll build. You’re an active listener who cares about the stories people share and are energized by communication and collaboration. You love learning new things and are known for bringing innovative perspectives and questions to the table. You’re deadline and results-driven, passionate about creating new processes, systems, and best practices that help your internal partners do their best work.

About This Role

As a Senior Project Coordinator, you will oversee projects that support the Zendesk Administration (Tech Ops) and Business Analytics functions within the Global Customer Operations department. You will work closely with a System Administrator in California and a Business Analyst in India, helping to structure and align workflows for each function.

For the Tech Ops function, you will lead full Scrum cycles, facilitating Agile processes, prioritizing tasks, and ensuring alignment with broader organizational goals. For the Analytics function, your role will evolve based on program needs, with the potential to define and align workflows, enhance collaboration, and support roadmap creation as determined by the Business Analyst’s priorities.

Agile experience is essential, along with a high level of proficiency in Jira and Confluence to streamline workflows and documentation. Flexibility in working hours is needed to support occasional cross-time-zone meetings, and an understanding of predictive project management approaches is a plus.

What You'll Be Doing:

Project Management & Stakeholder Engagement:

• Coordinate and structure workflows for the Zendesk Administration (Tech Ops) and Business Analytics functions, ensuring alignment with broader organizational goals.
• Collaborate with the System Administrator and Business Analyst to support roadmapping, validate requests, and break down complex initiatives into actionable tasks.
• Facilitate communication across stakeholders to ensure clarity, transparency, and alignment throughout project lifecycles. 

Managing the Tech Ops Scrum Cycles:

• Serve as an Agile Project Manager/Scrum Master, supporting the Tech Ops team in facilitating Agile processes and assisting with the definition and prioritization of tasks.

Supporting Business Analytics:

• Partner with the Business Analyst to identify needs, refine processes, and develop workflows that enhance efficiency and alignment with business priorities.
• Provide project coordination as needed to address evolving program needs, focusing on clarity, prioritization, and execution

Documentation & Reporting:

• Maintain up-to-date project documentation in Confluence, including process flows, work breakdown structures, and decision logs.
• Use Jira to track and report on project metrics, generating regular updates to highlight key performance indicators and areas for improvement.
• Create clear documentation to support sprint planning, retrospectives, and stakeholder updates. 

Process Improvement & Risk Management:

• Identify opportunities to improve workflows and increase team efficiency across both functions.
• Assess potential risks related to scope, schedules, and resources, and recommend actionable mitigations.

What You'll Have:

• 4-5 years of experience in project coordination, preferably within technical operations or analytics environments.
• Strong knowledge of Agile methodologies, with hands-on experience facilitating Scrum cycles and using tools like Jira and Confluence.
• Ability to coordinate tasks and workflows for multiple stakeholders across different functions and time zones.
• Excellent communication skills to collaborate with technical and non-technical team members, ensuring clarity and alignment.
• A proactive mindset for identifying inefficiencies and implementing practical solutions to improve processes and workflows.
• Experience with risk identification and mitigation, as well as balancing competing priorities in dynamic environments.

About your skills:

• Project Management: You plan and execute projects using Agile and hybrid methodologies, ensuring alignment with business objectives and stakeholder expectations. Proficient with tools like Jira and Confluence, you manage workflows, maintain clear documentation, and ensure project milestones are met on time and within scope.
• Stakeholder Engagement & Collaboration: You excel at fostering collaboration across teams and functions, bridging time zones and technical expertise to ensure alignment. Your strong communication skills promote transparency and help manage expectations among diverse stakeholders.
• Process Improvement: You identify opportunities to enhance workflows and implement solutions that improve efficiency and clarity for your team. Your problem-solving mindset helps streamline complex processes and resolve pain points effectively.
• Problem Solving: You thrive in breaking down complex challenges into actionable steps, aligning resources to achieve clear solutions. By working collaboratively with analysts and administrators, you resolve pain points and create scalable frameworks that support both technical operations and business analytics functions.

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

Life at Udemy

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

•  We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.
  
• Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.
  
• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.
  
• We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. 

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We will consider for employment qualified applicants with arrest and conviction records.

Udemy Mexico Benefits

Our benefits are designed to support you and your family with the protection and care you need, ensuring easy access to the right coverage when it matters most. Here’s a snapshot of the key benefits for full-time Udemates based in Mexico:

Core Benefits:

• Medical, Dental, and Vision Coverage: Includes maternity, private hospital, dental, and vision benefits for employees and eligible dependents.
• Life Insurance: 12x monthly base salary, with a Free Cover Limit of MXN 7.5 million.

Financial Benefits:

• Grocery Vouchers: Monthly vouchers valued at $2,200 MXN.
• Teleworking Allowance: $800 MXN monthly.
• Savings Fund: Both you and Udemy contribute 13% of your monthly salary, capped to 1.3 times the UMA value.
• Christmas Bonus: Equivalent to 30 days of your current salary.
• Vacation Bonus: 25% premium on your vacation days.

Time Off Benefits:

• Holidays: Udemy observes 12 public holidays in Mexico.
• Annual Leave: 12 days of annual leave per year.
• Sick Leave: 10 days of paid sick leave per year.
• Family Bonding: 12 weeks of maternity leave or partner leave for bonding after the birth or adoption of a child.
• Bereavement Leave: Up to 20 working days for the loss of a loved one.

Wellbeing Benefits:

• Maven (Reproductive Health): Unlimited virtual appointments and $25,000 lifetime benefit for fertility, adoption, and surrogacy.
• Modern Health (Therapy and Coaching): 10 sessions with therapists and 10 sessions with coaches per year.
• Origin (Financial Planning): Free access to Certified Financial Planners for you and your spouse.
• Workplace Options (EAP): 24/7 support for family, stress, caregiving, financial, and legal issues.

Additional Perks:

• Udemy Courses: Free and unlimited access to Udemy’s Marketplace and Udemy Business.
• Home Office Reimbursement: $500 one-time reimbursement and $35 monthly for work-from-home needs.

Information regarding data privacy is available within the Udemy Careers Privacy Notice.