The COO org at Zendesk is focused on working closely with Zendesk’s leadership team to ensure the company’s strategic goals, objectives, and priorities are correctly translated and operationalized across the company.
We are looking for a data-savvy strategy and operations generalist to join our team and help drive a regular operational cadence at the company, as well as tackle key strategic projects. This role reports to the Senior Director, Operations.
The primary focus of this role is running (and improving over time) our Weekly Operational Review process, a relatively new effort focused on getting a group of operational leaders from across the company together to better measure, react to, and communicate the health of our business on a regular basis. This process also reveals areas of our business that need attention/help and this person will be asked to help with some of these as well.
The ideal candidate has a diverse skill set that spans data/analytics, project management, and business operations. Intellectual curiosity, comfort with diving into new areas, and a willingness to learn are essential to success since this role works across a variety of functions and will dive deeper into certain areas of the business as needed.
Partner with the COO org and cross-functionally to ensure our Weekly Operational Review process represents the health of our business as appropriate for the right cadence (weekly, monthly, quarterly).
Evolve the Weekly Operational Review over time based on feedback from stakeholders and business needs. Examples include introducing different cadences, introducing special topics, improving follow up activities, and aligning our reporting to different customer and employee journeys.
Work closely with business leaders and metric owners/data analysts across the company to ensure we are reporting the right metrics to the right people and at the right cadence.
Understand a variety of metrics across the business and collaborate with business leaders and metrics owners/data analysts on how those metrics can/should evolve over time.
Partner with our Enterprise Data and Analytics team to automate the reporting of many of the metrics reviewed as part of the process.
Based on insights gained from the Weekly Operational Review process, identify areas of the business that need help/attention and work with the Senior Director, Operations to deploy people from the COO org and elsewhere to help as needed.
Directly/personally lead some of the projects that come out of the process described above.
3+ years of experience in a business operations, strategy, consulting, investment banking, or similar role
Extensive experience working with data across a variety of business areas
A strong focus on getting high quality work done quickly and ensuring nothing falls through the cracks
A proven ability to work cross-functionally and with a wide range of people to get stuff done
Experience with data visualization tools such as Tableau, Looker, GoodData, BIME, Google Data Studio 360, etc.
Excellent communication skills, including the ability to clearly communicate complex information to functional leaders and executives
A high degree of motivation to go above and beyond the task at hand
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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