CX Operations Manager

Job Description

CX Ops Manager - Professional Services

About the team

The CX Strategy & Operations Team at Zendesk accelerates customer value, adoption, and retention by enabling the Customer Success organization to operate with consistency at global scale. We do this through tooling, automation, processes and enablement - all in service of our goal of delivering best-in-class customer experience. 

About the role

We are looking for a CX Operations Manager to support Zendesk’s Professional Services organization. You will drive the business direction and day-to-day effectiveness of Certinia, our Professional Services platform, while partnering with IT on technical administration and system changes. You will also build the analytics and forecasting insights that help PS leaders understand expected revenue, performance against plan, and the drivers of change.

The role combines hands-on systems and process work with analytical problem solving. You will translate the needs of PS leaders and users into clear requirements, useful reporting, and practical improvements.

What you’ll do

• Own the business strategy, roadmap, and success measures for Certinia, ensuring the platform supports Professional Services priorities and operating processes.
• Partner with IT and system administrators on requirements, configuration, integrations, access, releases, testing, and issue resolution; bring business context and ensure changes are sustainable.
• Perform light administration and configuration within the agreed governance model, such as maintaining business rules, workflows, fields, reports, and user-facing settings; escalate technical, security, or integration work to IT.
• Partner with PS stakeholders to improve processes supported by Certinia, including project setup, resource planning, time and expense capture, project health, forecasting, and revenue visibility.
• Prioritize enhancement requests based on business value, user impact, risk, and effort. Coordinate user acceptance testing, release communications, documentation, and adoption support.
• Lead the identification, evaluation, and adoption of AI-enabled delivery capabilities, automation solutions, and scalable implementation methodologies that enhance efficiency, consistency, and customer outcomes.
• Build and maintain reports and dashboards that provide clear visibility into professional services KPIs and business metrics. 
• Develop a strong understanding of the underlying data across Certinia, Salesforce, and relevant finance or analytics systems.
• Support repeatability and efficiency of forecasting and reporting through strong data practices, process improvements, and fit-for-purpose automation.
• Prepare concise analyses and leadership-ready materials that support planning, prioritization, and operational decisions.

What you’ll bring

• 7+ years of experience in operations, business systems, Professional Services operations, or a related analytical role.
• Experience owning or improving a business-critical SaaS platform; Certinia (FinancialForce), or another PSA/CRM platform experience is strongly preferred
• Ability to translate business processes into clear system requirements and work effectively with technical administrators without needing to own deep engineering work.
• Strong analytical skills and experience with forecasting, revenue or financial analysis, variance analysis, and communicating drivers of business performance.
• Experience building dashboards and reports with tools such as Certinia, Salesforce, Snowflake and Streamlit; comfort querying and validating data with SQL or comparable tools is a plus.
• Ability to work with complex, imperfect data, investigate discrepancies, and establish clear definitions and repeatable processes.
• Clear written and verbal communication skills, sound judgment, strong follow-through, and the ability to influence across teams.
  

This is a high-impact role at the intersection of technology and customer value. You’ll directly enable Zendesk’s Professional Services Team to work smarter and faster — helping us deliver best-in-class Customer Experience into 2027 and beyond.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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.