Job Description

The Lead Business Process Analyst is responsible for leading ongoing change &  transformation efforts focused on operational excellence and core business processes. This role acts as a key contributor to championing the customer experience by analyzing, identifying, and implementing improvement opportunities—specifically leveraging AI-driven automation and insights—across Zendesk Operations.

Key Responsibilities

• Business Process Design: Lead continuous improvement activities across the lifecycle stages of analysis, discovery, implementation, measurement, and sustainability, with a specific focus on integrating AI solutions.

• Operational Excellence: Lead the coordination and achievement of business goals pertaining to cost and efficiency improvements through the deployment end-to-end project management, and change management practices. ...