Zendesk · 4 days ago
Business Operations Principal
United States
Full-time
Remote
Lead/Staff
$178K/yr - $266K/yr
10+ years expZendesk is a company focused on enhancing customer service experiences, and they are seeking a Business Operations Principal to lead AI-driven improvements for Customer Success Managers. This role involves designing and operationalizing strategies that enhance productivity and reduce administrative overhead while partnering with various teams to implement intelligent workflows and insights.
Customer ServiceData ManagementEnterprise SoftwareSoftwareTechnical Support
Responsibilities
Identify high-volume, low-leverage CS workflows suitable for AI automation or augmentation
Partner with Technology, Product Ops, and Analytics teams to design and deploy AI-driven capabilities including summaries, action recommendations, predictive insights, and automated preparation
Integrate AI capabilities into the existing CS tool stack to eliminate administrative friction
Own a global program charter with clear workstreams, milestones, governance, and operating cadence
Prioritize initiatives based on ROI, CSM time savings, adoption impact, and customer value
Define and track program KPIs, dashboards, and success metrics
Run rapid pilots with global CSM cohorts
Gather quantitative and qualitative feedback to validate effectiveness
Iterate quickly, sunset low-impact ideas, and transition proven solutions into scaled operations
Partner with Enablement and Ops to ensure adoption and behavior change
Collaborate with Analytics and CS Ops to deliver insights that help CSMs prioritize customer engagement
Develop next-best-action recommendations, predictive health signals, and opportunity indicators
Improve consistency and quality of decision-making across the CS organization
Serve as the connective tissue across CS, CS Ops, Product, Engineering, RevOps, and AI teams
Influence without authority to align priorities, timelines, and outcomes
Represent CS workflows and requirements in internal AI strategy discussions
Partner with CS Enablement to develop playbooks, training, and communications for AI-powered workflows
Drive consistent adoption across regions while accounting for local nuance
Establish continuous feedback loops to inform improvement
Evangelize the value of AI within Customer Success
Build a culture of experimentation, learning, and data-driven execution
Provide thought leadership on the evolving role of AI in Customer Success delivery
Qualification
Required
10+ years in Customer Success, CS Operations, Digital CS, Program Management, or adjacent roles
Proven experience leading global programs or transformation initiatives
Demonstrated exposure and hands-on work to AI-enabled tools, workflow automation, or CS platform integrations
Strong understanding of core CS motions including onboarding, adoption, value realization, risk management, and renewals
Demonstrated ability to influence cross-functional teams in a matrixed organization
Program management excellence with a bias toward execution
Strong working knowledge of AI concepts, automation, and data-driven workflows
Ability to translate business problems into scalable, AI-enabled solutions
Exceptional communication and storytelling skills
Analytical mindset with strong data literacy
Influence without authority
Strategic problem solving
Change leadership and adoption mindset
Customer-centric thinking
Execution discipline
Benefits
Bonus
Benefits
Related incentives
Company
Zendesk
Zendesk develops a customizable customer service platform for organizations.
5001-10000 employees
H1B Sponsorship
Zendesk has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (50)
2024 (69)
2023 (37)
2022 (92)
2021 (93)
2020 (44)
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