Job Description
We are looking for a dynamic, results-focused Senior Principal, Business Transformation to join our Transformation & Operations Excellence team, driving transformation programs aimed at accelerating enterprise performance and driving scale to deliver Zendesk’s corporate strategy.
This role leads high-priority, cross-functional strategic initiatives, owning end-to-end planning and execution to deliver identified business results. This involves partnering with senior leaders across the organization and, at times, external stakeholders (such as private equity owners and/or consultants) to ensure appropriate alignment with, support for, and execution of program goals and objectives. The role will improve alignment between corporate strategies, organization objectives, execution teams, and results. Success requires high business acumen, strong strategic and analytical thinking, and effective communication and interpersonal skills to ensure initiative success and meaningful business impact.
What you get to do everyday:
- Independently own one or more of Zendesk’s most complex strategic initiative(s) in partnership with senior leadership, private equity owners, and/or third-party consultants, translating corporate strategies into execution-ready initiatives and driving cross-functional teams to deliver on those objectives. Focus varies by program and may include strategy planning and execution, initiative structure and governance, strategic thinking and visioning, business case development, organizational design and implementation, and/or organizational change management. This may include leading large-scale programs related to the adoption and operationalization of AI-first processes and capabilities across the enterprise. Ultimately responsible for realizing sustained business outcomes.
- Bring structure to sometimes ambiguous visions and craft initiatives to bring them to life. Identify and drive key activities, shape meeting cadences, lead meetings, own content / deliverables, drive analysis, make recommendations, and engage with cross-functional stakeholders to get input and buy-in. Primarily leads working team in execution of deliverables, analyses, etc. while also contributing directly.
- Serving as a strategic thought leader and partner to senior leadership, providing high-quality, data-backed guidance and recommendations to drive business outcomes, and enabling business stakeholders’ data and technology literacy.
- Build and lead program team required to achieve key objectives, leading by influence rather than authority to build trust across the organization. May include leading more junior Business Transformation team members within the program.
- Build and maintain strong senior executive relationships across Zendesk.
- Lead development of systems and processes to track and measure initiative success.
- Lead development of reporting, Executive Leadership Team / Board content, and other communications.
- Lead change management strategy definition and execution to fully embed organizational changes while minimizing disruption.
- Identify and resolve roadblocks, risks, objections, conflicts, and negotiations.
- Develop subject matter expertise in assigned initiative areas.
- Positively impact the effectiveness and efficiency of program team members by sharing your experiences and contributing to the continuous improvement of our methodology.
- Work from the Zendesk Mexico City office at least 2 days per week, with up to 3 days remote/flexible. Please note anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX).
What you bring to the role:
- 10-14 years of experience in management consulting, business operations, corporate strategy, program management, operations improvement, business process improvement / re-engineering, change management, data analysis, and/or private equity.
- Proven track record of driving several large-scale, complex programs, delivering measurable business outcomes, ideally including driving AI-driven business transformation programs.
- Demonstrated success working across diverse teams and geographies.
- Ability to synthesize what may appear to be competing priorities, navigate ambiguity, and apply structured approaches / methodologies to projects.
- Ability to distill complex, multi-faceted topics into an organized, structured approach and mobilize the right people to execute.
- Strong ability to communicate effectively at all levels, building consensus to drive change.
- Strong executive presence and senior executive level relationship building skills.
- Skilled at actively managing and communicating risk.
- Sense of urgency, positivity, growth mindset, and collaborative team player.
- Ability to follow and positively influence Business Transformation methodology and best practices.
- Project Management Professional (PMP), Prosci Change Management, and Lean Six Sigma Green / Black Belt certifications are a plus.
- English fluency
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.