Job Overview
Location
Remote, Ontario, Canada
Job Type
Full-time
Category
Operations
Date Posted
May 20, 2026
Full Job Description
đź“‹ Description
- • As a Strategy and Operations Senior Manager in Professional Services at Zendesk, you will serve as the primary business partner to the SVP of Professional Services, acting as the architect and orchestrator for the Global Professional Services organization by bridging frontline delivery teams with strategic execution through data insights and process development.
- • Day to day, you will lead annual planning and high-stakes strategic projects, design and optimize revenue frameworks and operational standards, consolidate multi-source data from systems like Certinia, Salesforce, Gainsight, and Snowflake into actionable dashboards, manage data collection, cleansing, analysis, and visualization using Tableau or Looker, drive stakeholder alignment across Finance, Rev-Ops, and cross-functional teams, lead change management for workflow and tool adoption, manage analytics projects end-to-end, and provide industry benchmarking to improve market positioning.
- • You will join Zendesk’s Data and Insights group within a mission-driven company that believes the future of customer success is rooted in human connection, driven by insight, and amplified by operational excellence, powering billions of conversations for brands worldwide with a commitment to inclusivity, hybrid work, and ethical AI use in hiring.
- • In this role, you will develop unified reporting for a 'full book of business' view of PS health, directly contribute to revenue integrity and retention through portfolio performance management, drive global adoption of standardized workflows to reduce operational silos, and enable Zendesk’s Customer Success team to engage smarter, faster, and more proactively to retain and grow the customer base in 2026 and beyond.
🎯 Requirements
- • 7-10+ years of experience in Strategy & Operations or Professional Services Operations within a high-growth B2B SaaS environment
- • Deep understanding of the Professional Services lifecycle, including revenue forecasting, resource management, and complex customer engagement models
- • Proficiency in SQL, Excel/Sheets, and BI tools (Looker preferred), with experience in Certinia, Gainsight, Salesforce, or Snowflake preferred
- • Proven ability to lead cross-functional transitions and drive behavioral change across large, distributed field teams
- • Exceptional communication skills to translate complex data and operational concepts into clear strategic narratives for both technical and executive audiences
🏖️ Benefits
- • Hybrid work model enabling purposeful in-person collaboration at global Zendesk offices while offering flexibility to work remotely part of the week
- • Commitment to fairness and transparency, including disclosure about potential use of AI or automated decision systems in application screening per company guidelines and applicable law
- • Equal opportunity employer with ongoing efforts to foster global diversity, equity, and inclusion in the workplace
- • Reasonable accommodations provided for applicants with disabilities and disabled veterans upon request via email to [email protected]
- • Access to EEO rights information for U.S.-based applicants through Zendesk’s provided resources
Skills & Technologies
About Zendesk, Inc.
Zendesk, Inc. provides cloud-based customer service and engagement software that unifies support, sales, and customer communications. Its platform includes ticketing, messaging, knowledge bases, voice, AI bots, analytics, and workforce tools, integrating email, chat, social, phone, and self-service channels. Founded in 2007 and headquartered in San Francisco, the company serves over 100,000 paid customer accounts across industries worldwide, helping organizations improve customer satisfaction, agent productivity, and operational efficiency through scalable, open, and secure solutions.
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