Investor Operations Leader
Polly
Senior Manager, Zendesk Transformation
G-P
full-time
Posted on:
Origin: • 🇮🇪 Ireland
Visit company websiteJob Level
Senior
About the role
- Develop and own the strategic roadmap for the Zendesk platform, aligning it with business goals to enhance customer experience and agent efficiency
- Lead end-to-end planning and execution of migrations or major Zendesk transformations (discovery, design, data migration, launch)
- Act as primary liaison between customer support, engineering, product, and stakeholders; translate support needs into technical requirements
- Partner with support leadership to identify and implement process improvements using Zendesk capabilities (automation, AI, QA, analytics)
- Collaborate with engineering to ensure scalable, reliable Zendesk implementation and seamless integrations; advise on API usage and custom app development
- Lead and mentor a team of Zendesk administrators, developers, and analysts to foster continuous improvement and professional growth
Requirements
- Minimum of 7-10 years of experience in customer support operations, platform management, or related field
- At least 3-5 years in a leadership role
- Deep, hands-on experience with the Zendesk platform (Support, Guide, Talk, Chat, AI, QA, Explore)
- Demonstrated success leading major platform transformations or migrations (ideally legacy -> Zendesk)
- Strong working knowledge of API integrations, software development lifecycles, and data modeling
- Ability to have credible, in-depth conversations with engineers and solution architects
- Exceptional communication and interpersonal skills; ability to influence cross-functional teams without direct authority
- Proficient in using data and analytics to drive decisions; experience with Zendesk Explore is a plus
- Preferred: experience with high-growth technology companies
- Preferred: familiarity with Agile methodologies
- Preferred: Zendesk certifications (e.g., Zendesk Certified Administrator, Application Developer)
