Senior Business Process Manager, Professional Services

Job Description

Zendesk helps companies build better relationships with their customers through exceptional products and teams.  Our global Professional Services team delivers a range of services to onboard our customers quickly and easily and ensure they derive value on an ongoing basis. The Professional Services Operations team ensures the Global Services operations organization operates effectively, scales delivery, and achieves its business goals.

We’re looking for a senior, highly autonomous operator to serve as the primary business partner for SOW-based professional service business, the largest practice areas within Global Services. This individual contributor role connects the business’s priorities to the processes, systems, insights, and operating rhythms that help the organization deliver.

You’ll own the effectiveness of deal review and approvals, delivery methodology and quality, and effectiveness of day to day processes and results, all the while building strong partnerships across Services and improving how work gets done. Our next team members will be someone who thinks creatively about AI and automation—identifying opportunities to simplify work, improve decisions, and help transform how Services operates.

What You Get To Do In This Role

• Partner with delivery leadership: Serve as the primary business partner to delivery leadership. Build a deep understanding of the practice area’s priorities and challenges, and ensure global processes, tools, standards, and insights help it achieve its targets and provide exceptional service to customers.
• Own and improve deal review and approvals: Lead the deal review and approval process, including its workflows, stakeholder handoffs, operating guidance, and performance. Simplify the process to reduce field effort, support sound decisions, maintain appropriate controls, and scale with the organization.
• Build operational reporting and insights: Develop dashboards, scorecards, and exception reporting that give leaders actionable visibility into business performance, process health, and emerging bottlenecks. Synthesize data from relevant systems into clear recommendations.
• Strengthen PS Ops operating backbone: Improve workflows, ownership, data quality, system adoption, and handoffs across the delivery lifecycle. Create repeatable practices that make it easier for teams to execute and leaders to make decisions.
• Establish scalable operating rhythms: Work across Professional Services, Customer Success, Finance, Sales, and other partner teams to align priorities, resolve operational gaps, and build ways of working that can grow with the business.
• Transform how we work with AI: Think big and creatively about applying AI tools and automation to PS Ops and Global Services workflows. Identify high value opportunities in areas such as deal review, reporting, knowledge access, workflow guidance, and routine communications; test solutions, measure their impact, and help teams adopt what works.
• Build practical AI capabilities: Use tools such as ChatGPT, Claude, Codex, Gemini, and Microsoft Foundry to explore and develop useful solutions. This may include creating reusable skills or projects, selecting the right model and reasoning level for a task, and applying APIs or MCP integrations to connect tools and workflows.
• Drive responsible adoption: Apply sound judgment to ensure AI supported workflows are useful, reliable, and aligned with business and customer needs. Keep people appropriately involved in review and decision-making.
• Model high ownership: Identify what needs to change, recommend a path forward, and drive solutions through implementation and adoption. Make progress independently, communicate risks early, and escalate thoughtfully.

Qualifications

To be successful in this role you have:

• Significant experience in Professional Services Operations, business operations, Revenue Operations, PMO, or a related SaaS operations function.
• A record of independently owning complex, cross-functional work and delivering results in ambiguous environments.
• Experience improving operational workflows, systems, reporting, or governance in a customer facing or services organization.
• Familiarity with Professional Services measures such as utilization, capacity, backlog, forecast accuracy, delivery health, and services performance.
• Hands-on experience with PSA, CRM, or project delivery systems. Certinia/FinancialForce, Salesforce, or comparable platforms are valuable.
• Strong analytical skills and the ability to combine data from multiple systems, identify trends, and turn findings into practical recommendations.
• Demonstrated ability to build trust and influence senior stakeholders without relying on formal authority.
• The process judgment to create lightweight, repeatable workflows, drive adoption, and adapt operating practices as the business evolves.
• A proactive, accountable, solutions oriented approach. You take initiative, follow through, and help others move from identifying problems to resolving them.
• Experience using AI tools or automation to improve workflows, decision support, reporting, or productivity—or a strong track record of learning and applying new technologies to business problems.
• Familiarity with AI assistants and work environments such as ChatGPT, Claude, Codex, Gemini, or Microsoft Foundry. Experience building reusable skills or projects, working with APIs or MCP integrations, or connecting AI tools to business workflows is a plus.
• Clear communication skills and the ability to align stakeholders across Services and partner functions.

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 [email protected] with your specific accommodation request.