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Job Description

Who we're looking for

The Principal, Business Transformation leads high-priority cross-functional strategic initiatives, owning end-to-end planning and execution through the full initiative lifecycle. This involves partnering with senior leaders across the organization and, at times, external stakeholders (such as PE and/or consultants). This role 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'll be doing

• Own one or more transformation initiatives in partnership with senior leadership, financial sponsors (PE), and/or third-party consultants, including end-to-end planning and execution from inception through implementation, in areas such as:
• Strategic thinking and visioning
• Strategy planning and execution
• Business case development and execution
• Process and/or organizational design and implementation
• Develop subject matter expertise in assigned initiative areas
• Provide high-quality, data-backed guidance and recommendations to senior leaders to drive business outcomes
• Build and lead project team required to achieve key objectives
• Identify and drive key activities, including shaping meeting cadence, leading meetings, owning content / deliverables, driving analysis, making recommendations, and engaging with cross-functional stakeholders to get input and buy-in
• Partner with Program Management to solidify and oversee project plans and governance
• Lead change management activities, as needed
• Identify and resolve roadblocks, objections, conflicts, and negotiations when they arise
• Establish POV on when and how to transition ongoing operations back to the business
• Lead development of systems and processes to track and measure initiative success
• Lead development of reporting, E-Staff/Board content, and other communications for transformation efforts
• Lead or support other high-priority ad hoc initiatives (e.g., strategy offsites), as needed
• This role would be expected to work from the Zendesk Mexico City office at least 2day/week, with up to 3days remote/flexible. 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).

What you bring to the role

• 10+ years of experience in management consulting, business operations, corporate strategy, project / program management, operations improvement, business process improvement, change management, data analysis, and/or private equity
• Strong executive presence
• Excellent communication at all levels and ability to build consensus and drive change
• Ability to navigate ambiguity and apply structured approaches/methodologies to projects
• Skilled at actively managing and communicating risk
• Urgency, positivity, growth mindset, and collaborative team player
• English fluency

Preferred Qualifications:

• Experience with multiple functions (e.g., sales, marketing, customer success, product, etc.)
• Demonstrated ability to dive deep into multiple functions

Where We Work:

Being digital first doesn’t mean we’re digital only. 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 Mexico City office on a weekly basis for part of the week. The specific in-office schedule is to be determined by the hiring manager.

#LI-WO1

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).

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.

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.

About Zendesk - Champions of Customer Service

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 have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.

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.