The Operations & Analytics Manager role is a strategic position that will report directly to the Director of North America Marketing at Zendesk and will be responsible for leading the scale & efficiency vision for the North America Regional Marketing organization including helping define and manage the measurable business impact of region-wide programs. The role includes spearheading the institution of operational discipline across the team and in how the team partners with the broader GTM organization.
A successful Operations & Analytics Manager in this role will be able to clearly show the team's impact on the company's bottom line with metrics and reporting as well as enable the extended team to be able to articulate the programs that can and will make the biggest impact on the business. Additionally, they will have been able to effectively streamline and optimize the way the team operates to alleviate pain points and business challenges.
The ideal candidate has a passion for operational efficiency, numbers and creativity for the way success and measurement is defined and talked about. We’re looking for someone who is intimately familiar with Zendesk people, processes and systems (specifically Salesforce) and can rely on established relationships to get the job done. The role will require extensive management involvement, so the ideal candidate is someone who is comfortable in management settings.
Business partner to marketing and sales ops (bi-directional point person to help manage and ensure adoption on systems - SFDC and otherwise)
Ownership of completing QBR data & working in partnership with the N.A. leadership team to develop our team narrative
Develop team-wide consistencies in reporting & measurementExcellent written and verbal communication skills. Comfortable presenting data and providing recommendations with confidence to senior level stakeholders, even when there is ambiguity involved
Familiarity with marketing funnel reporting and industry KPIs, such as website sessions, MQLs, pipeline, and MRRExperience with BI tools (e.g. BIME, Tableau, GoodData) and advanced Excel functions
Intermediate SQL query writing and experience implementing and working with analytics data warehouses (e.g. BigQuery, MySQL)Experience analyzing CRM data (e.g. Salesforce) and web tracking (e.g. Google Analytics)
Management of incremental spend proposals to CRO (working with finance and procurement to develop a strategy for shovel ready projects & contracts)
Collaborate with FMM Lead to drive FMM on-boarding
Manage GTM Information dissemination (via ownership of newsletter content)Develop processes to help the team become more efficient
Own and drive adoption for the template library
Manage bi-annual team offsites (driving relevant content, speakers, feedback loop)
Research and recommend best practices for how FM can better leverage our marketing stack
Work with sales enablement manager to identify and recommend solutions for FM process streamlining and optimization (i.e. better enabling sales via yesware)
BS/BA degree in business engineering, economics, or related degree OR equivalent combination of education, training, and experience
3+ years of experience in strategy consulting, data analytics, business intelligence, or related field
Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
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