Zendesk

Senior Operations Manager

Zendesk

full-time

Posted on:

Location Type: Remote

Location: California • Colorado • United States

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Salary

💰 $146,000 - $218,000 per year

Job Level

Senior

About the role

  • Partner with Product, Engineering, and Design leaders to improve end-to-end product delivery operations, including planning, execution, and delivery tracking.
  • Support roadmap and portfolio execution by establishing clear operating mechanisms for prioritization, sequencing, dependency management, and progress visibility.
  • Drive quarterly and annual planning processes, improving how teams translate strategy into achievable plans, milestones, and measurable outcomes.
  • Improve ways of working across teams by reinforcing effective Scrum practices (e.g., sprint planning, backlog health, retrospectives, iteration goals) while adapting approach to team maturity and context.
  • Identify operational friction and implement AI-first process improvements that reduce ambiguity, shorten feedback loops, and increase delivery predictability.
  • Define and socialize a lightweight set of delivery health metrics and reporting mechanisms that support decision-making without creating overhead.
  • Use Jira to support consistent execution (e.g., clean intake, clear work definitions, reporting views), and partner with tooling owners/admins as needed to improve configurations and usage patterns.
  • Facilitate alignment across cross-functional stakeholders, ensuring teams have shared understanding of scope, timelines, risks, and dependencies.
  • Create documentation, templates, and playbooks that enable consistency and scale across the Product Development organization.

Requirements

  • 7+ years of experience in Product Development Operations or similar roles within a SaaS company.
  • Experience supporting product development life cycles and cross-functional delivery across Product, Engineering, and Design.
  • Demonstrated success leading quarterly and annual planning processes, including roadmap operationalization and execution tracking.
  • Strong working knowledge of Scrum and agile delivery practices, with the ability to coach or guide teams toward pragmatic, effective execution.
  • Experience using Jira to manage and track work (boards, backlogs, workflows, reporting), with the ability to drive consistent adoption and operational hygiene.
  • Strong critical thinking and problem-solving skills, with a track record of turning ambiguous problems into structured plans and scalable processes.
  • Excellent communication and stakeholder management skills, including the ability to influence without authority.
Benefits
  • bonus
  • benefits 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
product development operationsScrumagile delivery practicesroadmap operationalizationexecution trackingprocess improvementsdelivery health metricsplanning processesdependency managementportfolio execution
Soft Skills
critical thinkingproblem-solvingcommunicationstakeholder managementinfluence without authorityteam coachingalignment facilitationdocumentation creationtemplate developmentplaybook creation