Zendesk is looking for a Senior FSS Revenue Operations Analyst to play a key role in ensuring operational excellence and data integrity within our revenue processes. You will join a team dedicated to maintaining high-quality standards and driving continuous improvement.
What You'll Do
- Perform comprehensive quality assurance checks on Customer Support, Deal Support, and Annual Recurring Revenue (ARR) Validation tasks.
- Develop and implement QA processes and metrics to monitor performance and identify areas for improvement.
- Consolidate and analyze monthly data for key performance indicators (KPIs), identifying trends and providing actionable insights.
- Collaborate with Team Leaders (TLs) to present findings and recommendations based on data analysis.
- 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 to clarify project objectives.
- Create project charters and oversee the execution and completion of approved projects.
- Participate in SOX audits as the designated owner, ensuring compliance and addressing identified issues.
- Collaborate with internal and external auditors to provide necessary documentation and insights.
- Ensure 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.
- 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.
Work Mode
This role follows a hybrid work model.
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.
