Senior Sales Operations Lead

Job Description About the Role At Zendesk, we believe the future of customer success is rooted in human connection, driven by insight, and amplified by operational excellence. We are looking for a Strategy & Operations Partner within our Data and Insights group to serve as the primary architect and orchestrator for our Global Professional Services (PS) organization. In this high-impact role, you will be the primary business partner to our SVP of Professional Services, bridging the gap between frontline delivery teams and strategic execution. You aren't just managing tasks; you are designing the connective tissue that ensures our Pro-Serve team hits its objectives, KPIs, and revenue outcomes through sophisticated data insights and robust process development. Key Responsibilities Strategic Orchestration & Annual Planning: Lead the annual planning process and serve as the program manager for high-stakes strategic projects that drive global delivery objectives and outcomes. Revenue Architecture & Process Development: Design and optimize the frameworks supporting offering development, PS operational standards, tooling set up and usage to drive consistent revenue integrity and ensure scalable growth. Data Insights & Ecosystem Integration: Consolidate complex, multi-source data sets (from Certinia, Salesforce, Gainsight, Snowflake, and more) into unified, actionable dashboards that inform executive-level decision-making. Data Collection & Management: Acquiring data from primary/secondary sources, designing databases, and maintaining data systems to ensure integrity. Data Analysis & Cleansing: Processing, cleansing, and verifying data to eliminate errors. Performing diagnostic analytics to explain why something happened and predictive analytics to determine future outcomes. Reporting & Visualization: Creating reports and interactive dashboards (using Tableau, Looker) to communicate findings to non-technical stakeholders. Process Optimization: Identifying inefficiencies and recommending data-driven solutions to enhance operational efficiency. Data Governance: Ensuring data used for analysis complies with regulatory standards and company policies. Stakeholder management: Facilitate deep collaboration across Sr. Stakeholders in the PS business and drive execution with cross functional partners in Finance, Rev-Ops, and other Zendesk teams to ensure global alignment and synchronized execution. Change Management & Excellence: Drive the adoption of new standardized workflows and tools within the PS field teams, ensuring minimal disruption and high effectiveness. Project Management: Managing analytics projects from inception to completion, ensuring deliverables meet client requirements. Industry Benchmarking: Providing competitive analysis and benchmarking services to help clients improve their market position. What You Bring to the Role Experience: 7-10 years in Strategy & Operations or Professional Services Operations within a high-growth B2B SaaS environment. Domain Expertise: Deep understanding of the Professional Services lifecycle, including revenue forecasting, resource management, and complex customer engagement models. Strategic Thinker with Operational Rigor: You can balance big-picture goals with the disciplined execution of detailed tasks, moving from reactive firefighting to proactive execution. Change Management Pro: Proven ability to lead cross-functional transitions and drive behavioral change across large, distributed field teams. Communication Mastery: Exceptional ability to translate complex data and operational concepts into clear, strategic narratives for technical teams and executive leadership alike. Systems and Tooling: Proficiency in SQL, Excel/Sheets, and BI tools (Looker preferred). Experience working with Certinia, Gainsight, Salesforce, or Snowflake preferred. Success Measures Data Visibility: Development of unified reporting and dashboards that provide a full book of business view into PS ... (truncated, view full listing at source)