Senior FSS Revenue Operations Analyst

Job Description

ROLES AND RESPONSIBILITIES

Quality Assurance (QA):

• Perform comprehensive quality assurance checks on Customer Support, Deal Support, and Annual Recurring Revenue (ARR) Validation tasks to ensure accuracy and compliance with company standards.

• Develop and implement QA processes and metrics to monitor performance and identify areas for improvement.

Business Reporting & Data Insights:

• Consolidate and analyze monthly data required for key performance indicators (KPIs), identifying trends and providing actionable insights to stakeholders.

• Collaborate with Team Leaders (TLs) to present findings and recommendations based on data analysis.

Innovative Ideas Management:

• Manage the lifecycle of ideas submitted by team members, ensuring thorough review and approval of projects.

• Schedule and facilitate meetings with idea submitters and TLs as necessary to clarify project objectives.

• Create project charters and oversee the execution and completion of approved projects.

Audit Participation:

• Participate in SOX audits as the designated owner, ensuring compliance and addressing any identified issues.

• Collaborate with internal and external auditors to provide necessary documentation and insights.

Process Documentation:

• Ensure that all process documentation is current, accurate, and reflective of best practices based on quality findings.

• Lead initiatives to improve documentation standards and accessibility for team members.

Root Cause Analysis (RCA) Coordination:

• Conduct root cause analysis on major escalations to identify underlying issues and recommend solutions.

• Utilize findings from RCA to inform process improvements and generate new project ideas.

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.

The intelligent heart of customer experience

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.

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.