Senior Manager, Zendesk Governance and Reporting

Step Up For Students empowers families to pursue the most appropriate learning options for their children. We unite communities to provide scholarships that open doors to a stronger future. With this support, students can choose the right learning environment and access resources to reach their full potential.

Our culture is rooted in two core values:

• Everyone is an asset
• Every event is an improvement opportunity

These values guide how we work together and continuously improve. We expect every team member to bring these principles to life in their daily work.

The Senior Manager, Zendesk Governance and Reporting is responsible for the strategic oversight, governance, and optimization of the Zendesk platform and reporting framework across the organization. This role serves as the primary owner of Zendesk, ensuring the platform is effectively configured, maintained, and governed to support business objectives, operational efficiency, and service excellence. The Senior Manager oversees workflows, integrations, user access, data integrity, reporting, and platform standards while driving consistency and scalability across teams. Partnering closely with cross functional stakeholders, this role identifies opportunities to improve processes, resolve platform challenges, and leverage data-driven insights to enhance decision-making, employee effectiveness, and the overall customer experience. 

Location: Remote (United States) 

Key Responsibilities:

•  Serve as the business owner for the Zendesk platform, providing strategic oversight of platform governance, configuration, optimization, and long-term scalability.
• Lead the design, implementation, and continuous improvement of Zendesk workflows, including ticket routing, automations, triggers, macros, queues, and support processes.
• Develop and maintain governance standards, policies, and best practices to ensure consistent platform utilization, data integrity, and operational effectiveness.
• Own the Zendesk reporting and analytics strategy, delivering actionable insights and dashboards that support business decision-making and performance management.
• Monitor and report on key performance indicators (KPIs), service-level agreements (SLAs), customer experience metrics, operational trends, and support performance.
• Partner with business leaders to identify opportunities for process improvement, workflow optimization, and enhanced service delivery.
• Collaborate with IT, Product, Risk, Compliance, vendors, and other stakeholders to prioritize platform enhancements and ensure alignment with business objectives.
• Oversee Zendesk integrations, user access, system configurations, and data management practices to support platform stability, security, and compliance requirements.
• Evaluate platform performance and emerging capabilities, recommending and implementing enhancements that improve scalability, efficiency, and user experience.
• Lead cross-functional initiatives and change management efforts related to Zendesk, driving adoption and ensuring successful implementation of platform enhancements.
• Provide strategic guidance and subject matter expertise on Zendesk capabilities, reporting, and governance practices across the organization.
• Ensure the Zendesk platform effectively supports employee and customer needs while enabling operational excellence and continuous improvement.

Qualifications:  

• Demonstrated success and a proven track record in professional/life experience in specific job functions, projects, or industries. Military service can substitute for professional experience and/or formal education requirements.
•  Bachelor's degree in Business, Information Systems, Technology, or a related field; or an equivalent combination of education, professional experience, and/or military service.
• 5+ years of experience supporting or administering customer service, CRM, or case management platforms, including hands-on experience with Zendesk.
• 2+ years of experience in platform governance, system administration, reporting, analytics, or related operational functions.
• Experience developing reports, dashboards, and performance metrics to support business decisions and process improvement.
• Experience managing system enhancements, testing, documentation, and user adoption across multiple teams.

You’ll Stand Out If You Have:  

•  Experience administering Zendesk in a complex, multi-functional environment.
• Experience with Zendesk reporting, workflow automation, integrations, and platform optimization.
• Experience with business intelligence and reporting tools (e.g., Power BI, Tableau).

 Key Competencies:

• Strong knowledge of Zendesk administration, configuration, workflows, automations, routing, integrations, user permissions, and reporting capabilities.
• Ability to develop and maintain governance standards, controls, documentation, and processes that support effective and consistent platform utilization.
• Ability to assess business needs and translate requirements into scalable system solutions that align with organizational objectives.
• Ability to analyze processes, identify improvement opportunities, and implement workflow and automation enhancements that increase operational efficiency and improve the user experience.
• Strong problem-solving and decision-making skills, with the ability to evaluate complex issues, identify root causes, and recommend effective solutions.
• Demonstrated ability to leverage data, reporting, and analytics to support business decisions and drive continuous improvement.
• Proactive approach to optimizing platform performance, reporting capabilities, and operational processes.
• Strong collaboration and stakeholder management skills, with the ability to partner effectively across business, technology, and support functions.

Interview Process:

• Veriff Identity Verification
• Recruiter Video Interview
• Panel Video Interview
• Take Home Assessment

Why you’ll love working here:

• Award-Winning Culture:
   We’ve been named one of the Best Companies to Work For four years in a row by Florida Trend and Workforce Research Group and honored as one of the Healthiest Companies by Florida’s First Coast Worksite Wellness Council. Fast Company recognized us as one of the Best Workplaces for Innovators—proof that we foster an environment where big ideas and bold thinking are encouraged.
• Comprehensive Benefits:
   Enjoy medical, dental, and vision coverage, plus HSA, FSA, and Lifestyle Spending Accounts. We also offer a competitive 401(k) with company match to help you plan for the future.
• Flexibility & Work-Life Harmony:
   Remote work options and unique time-off programs—including 14 paid holidays, Care and Parental Leave, and our Flexible Leave policy.
• Growth & Development:
   From mentorship programs to management training and professional development opportunities, we invest in your career journey every step of the way.
• Supportive Professional Environment:
   Our dedicated coaching team is here to help you succeed, and employee-led committees give you a voice in shaping our workplace. Collaboration isn’t just encouraged, it’s how we work.

Working Conditions and Equipment Use:

• Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
• Valid driver’s license and proof of insurance may be required, depending on role responsibilities.
• Must be able to lift up to fifteen (15) pounds.
• Frequent use of office machines to include telephone, computer, and printer.