Senior Manager, Zendesk Transformation
G-P
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteJob Level
Senior
About the role
- Develop and own the strategic roadmap for the Zendesk platform, aligning it with overall business goals to enhance customer experience and agent efficiency.
- Lead end-to-end planning and execution of a migration to or major transformation of the Zendesk platform, including discovery, design, data migration, and launch.
- Act as the primary liaison between customer support, engineering, product, and other key stakeholders, translating support team needs into technical requirements.
- Partner with support leadership to identify and implement process improvements leveraging Zendesk capabilities (automation, AI, QA, analytics) to optimize workflows, reduce ticket volume, and improve KPIs like first-reply time and CSAT.
- Collaborate closely with engineering teams to ensure the Zendesk implementation is scalable, reliable, and integrated seamlessly with existing tech stack; provide guidance on API usage, custom app development, and data integrity.
- Lead and mentor a team of Zendesk administrators, developers, and analysts, fostering continuous improvement, innovation, and professional growth.
Requirements
- Minimum of 7-10 years of experience in customer support operations, platform management, or a related field, with 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 in leading a major platform transformation or migration project, ideally from a legacy system to Zendesk.
- Strong working knowledge of API integrations, software development lifecycles, and data modeling.
- Exceptional communication and interpersonal skills; ability to articulate complex technical concepts to non-technical audiences and vice versa.
- Proficient in using data and analytics to drive decision-making; experience with Zendesk Explore is a significant plus.
- Preferred: experience with a high-growth technology company; familiarity with Agile methodologies; Zendesk certifications (e.g., Zendesk Certified Administrator, Application Developer).
- Background checks are required.