Zendesk · 2 weeks ago
Manager, Business Process Analysis
Madison, WI
Full-time
Hybrid
Senior Level
7+ years expZendesk is a tech company focused on enhancing customer service experiences. The Business Process Manager will lead transformation efforts in business operations, manage a team of analysts, and implement continuous improvement initiatives to enhance customer operations.
Customer ServiceData ManagementEnterprise SoftwareSoftwareTechnical Support
No H1B
Responsibilities
Manage, coach, and develop a team of continuous improvement and business process Analysts; set goals, provide feedback, and build growth plans
Establish operating rhythms (standups, 1:1s, backlog/portfolio reviews) that support synchronous and asynchronous work across time zones
Foster a culture of measurable, iterative improvement, psychological safety, and continuous learning
Lead various continuous improvement activities across Zendesk’s continuous improvement lifecycle stages of analysis, discovery, implement, measure, and sustain
Lead the coordination and achievement of business goals pertaining to Operational Excellence customer improvements
Own portfolio intake, prioritization, and capacity planning; balance quick wins with transformational initiatives
Create standards and enhance the team in the understanding and deployment of Continuous Improvement & business process management practices
Build business cases, charters, and ROI models linked to GRR, CSAT/NPS, AHT, FCR, quality, and cost
Assist with the development of improvement tools and templates, and maintain a set of common process improvement tools that can be shared to other working teams
Performs ongoing reviews, and presentations with leadership to ensure common understanding and expectations
Builds and maintains relationships with key stakeholders to identify areas of opportunity for improvement
Delivers recommendations based on initiative outcomes and results
Partners closely with Workforce Optimization leaders for implementation of various initiatives and measurement of success
Qualification
Required
7+ years of Business Operations, Project and/or Process Management experience
2+ years people management experience leading Continuous Improvement, Process Improvement, and Business Operations teams mentoring senior ICs
Demonstrated delivery of complex cross-functional programs with quantified outcomes (e.g., GRR, CSAT/NPS, AHT, FCR, cost-to-serve)
Proficiency with CI/Lean methods: process mapping, value stream analysis, root cause analysis, experimentation, control/sustain
Strong program/project management: portfolio management, chartering, dependency/risk management, benefits realization
Proficient use of Google Suite, including Sheets, Slides, and Docs
Proficient use of project management tools (e.g.: Smartsheet, Asana, Jira, Confluence)
Benefits
Competitive pay
Benefits
Flexible hours
Remote work
Dynamic parental leave plans
Community engagement
Diversity and inclusion initiatives
Company
Zendesk
Zendesk develops a customizable customer service platform for organizations.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$85.5MKey Investors
RedpointMatrixBenchmark
2022-11-22Private Equity
2022-06-24Acquired
2019-09-18Grant
Leadership Team
Mikkel Asger Svane
CEO and Co-Founder
Adrian McDermott
Chief Technology Officer
Recent News
Index Ventures
2026-01-06
Small Business Trends
2026-01-04
Small Business Trends
2025-12-25
Company data provided by crunchbase