Lead Business Process Analyst

Zendesk

Lead business process analyst improving Zendesk customer operations through AI-driven automation. Leading process transformation, project execution, change management, and measurable operational improvements.

Posted 8/20/2026full-timeMexico City • 🇲🇽 MexicoSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in process mapping, workflow design, and the integration of AI solutions into business processes, with a strong focus on continuous improvement and change management. Proven ability to lead projects, facilitate decision-making, and foster stakeholder relationships to drive operational excellence.

Highest-signal resume keywords

Process MappingWorkflow DesignProject ManagementChange ManagementAI Integration

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

Process MappingWorkflow DesignProject ManagementAI Solutions IntegrationContinuous ImprovementZendesk Suite ProficiencyLarge Language Models (LLMs)Generative AIGoogle SuiteChange Management Framework

Soft Skills

Interpersonal SkillsPresentation SkillsDecision-MakingCollaborationEmpowerment

Tools & Technologies

AsanaJiraSmartsheetConfluence

Certifications & Qualifications

Change Management Certification (Prosci Preferred)

Industry Keywords

Operational ExcellenceAI-Driven AutomationCustomer OperationsStakeholder RelationshipsEthical AI Application

About the role

Key responsibilities & impact

Lead ongoing change and transformation efforts focused on operational excellence and core business processes
Analyze, identify, and implement improvement opportunities across Zendesk Operations using AI-driven automation and insights
Lead continuous improvement across analysis, discovery, implementation, measurement, and sustainability
Integrate AI solutions into business process design
Coordinate and achieve cost and efficiency improvement goals through end-to-end project management and change management
Facilitate meetings and drive aligned decision-making across technical and non-technical teams
Serve as the subject matter expert for continuous improvement, change management, and ethical AI application
Support adoption of new processes, systems, and ways of working
Advise on Continuous Improvement and AI activities across Customer Operations
Develop improvement tools, templates, standardized AI prompts, and process frameworks
Present ongoing reviews, expectations, and outcomes to leadership
Build stakeholder and business leader relationships to identify opportunities and measure automated initiative success
Create a measurable, iterative environment for improving human processes and AI model performance

Requirements

What you’ll need

5+ years of experience in process mapping, workflow design, and process tool utilization
Proficiency in using the Zendesk suite for customer support and operational management
Demonstrated experience in project management, successfully leading initiatives from conception through execution
Expert use of Google Suite (Sheets, Slides, Docs)
Experience with project management tools such as Asana, Jira, Smartsheet, or Confluence
Experience identifying use cases for Large Language Models (LLMs), Generative AI, or process automation
Certification and experience in a change management framework a plus (Prosci preferred)
Strong interpersonal and presentation skills
Ability to translate complex AI concepts into transparent, actionable information
Commitment to empowering employees and fostering a culture of innovation
Must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico)

Benefits

Comp & perks

Hybrid way of working with flexibility to work remotely for part of the week
Inclusive workplace experience
Reasonable accommodations for applicants with disabilities and disabled veterans