What you'll be doing
- A thought leader and strategic cohort of the Sr. Manager that challenges, supports and helps determine the overall direction of the People Services team, including but not limited to growth, engagement, and business opportunities.
- Partner with Sr. Manager, People Services and drive business development for People Services by continually analyzing the current operational procedures and identify, recommend and execute areas of improvement within the organization.
- Regularly holds organizational business reviews and works with leadership and analysts to identify root causes and solutions impacting team metrics (SLA, CSAT and QA).
- Work with our technical administrators to understand how current (and new) technology can be leveraged to apply automations to processes.
- Partner with the analytics team to bring insights and information to support decisions in workforce planning, staff scheduling and effective resource allocation for projects.
- Proactively identifies potential process issues and/or escalations and initiates collaborations with involved parties to resolve it.
- Serve as a liaison between People Services leaders to make sure all are aware of initiatives, projects and task migrations across People Services and minimize potential friction with processes and resources as a result of the work.
- Serve as a change champion and lead change management activities with your team and others within the organization. This includes but is not limited to: task migrations, system testing, etc.
- Engage stakeholders to manage operational/program issues and influence them to sponsor and support policies and initiatives that promote our internal controls, compliance and operational efficiency.
- Interacts with leaders and peers, customers or vendors to share information and improve cross-departmental processes.
- Ensure process documentation and internal controls are in compliance with company policies and support statutory compliance with applicable laws and regulations.
- Develop and oversee the implementation of departmental training programs, including orientation materials and standard operating procedures (SOPs).
- Assist with the implementation of systems upgrades and other systematic improvements.
- Drive data-informed service decisions on capacity planning, identifying process gaps, and operational efficiency.
- Work with the Business Continuity team to ensure BCP requirements are met for People Services.
- Perform all other related duties as assigned.
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What you bring to the role
- Leads others to solve complex problems; uses sophisticated analytical thought to exercise judgment and identify solutions
- Extensive background in reviewing various processes for automation, simplification, standardization, elimination, or migration to Shared Services Center.
- Ability to manage multiple initiatives optimally in an environment subject to changing priorities and short deadlines with minimal supervision.
- Experience in using Service Center technologies (e.g. ticket management, knowledge management, telephony/chat, email, document management, etc.
- Have wide-ranging experiences and People Services/ HR knowledge, operations process, systems and internal controls
- Uses professional concepts and company objectives to resolve complex issues in creative and effective ways
- Is a recognized subject matter expert in People Service typically obtained through advanced education and work experience.
- Validated ability to influence and motivate others to get results in a multi-location and matrixed environment
- Proven verbal and written communication skills and ability to present complex topics in a clear and concise manner to audiences at various levels of the business
- Ability to meet deadlines, handle varying workloads and work in a fast-paced environment
- Strong organizational and analytical skills to build partnerships with internal and external partners
- Embodies the Zendesk values in all interactions within the organization.
Basic Qualifications:
- BS/BA degree preferred with demonstrated at least 6+ years of professional HR Shared Services or operations work experience, proficient functional knowledge.
- Outstanding verbal and written communication skills; comfortable with giving and receiving open, constructive feedback in a way that fosters trust and respect
- Detail-oriented and excellent organizational skills; accuracy is essential
- Inventive, proactive and able to independently manage shifting workloads in a high-paced and ever-changing environment. You know how to prioritize and deliver on opportunities
- Outstanding judgment and ability to balance the needs of the company, managers, and employees
- Strong attitude for continuous improvement and exceeding client expectations
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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.
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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. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
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