Job Description
We are looking for a dynamic, results-focused Business Transformation Principal to join our growing Strategy & Transformation Team, driving transformation programs aimed at delivering Zendesk’s corporate strategy.
This role leads high-priority, cross-functional strategic initiative, owning end-to-end planning and execution to deliver identified business results. This involves partnering with senior leaders across the organization and, at times, external stakeholders (such as PE and/or consultants) to ensure appropriate alignment with, support for, and execution of program goals and objectives. The role will improve alignment between corporate strategies, organization objectives, execution teams, and results. Success 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 get to do everyday**:
- Own one or more transformation program(s) in partnership with senior leadership, financial sponsors (PE), and/or third-party consultants, translating corporate strategies into execution-ready initiatives and driving cross-functional teams to deliver on those objectives. Focus varies by program, including strategy planning and execution, initiative structure and governance, strategic thinking and visioning, business case development, process and/or organizational design and implementation, and/or organizational change management.
- Bring structure to sometimes ambiguous visions and craft initiatives to bring them to life. Identify and drive key activities, shape meeting cadences, lead meetings, own content / deliverables, drive analysis, make recommendations, and engage with cross-functional stakeholders to get input and buy-in.
- Provide high-quality,



data-backed guidance and recommendations to senior leadership to drive business outcomes.
- Build and lead program team required to achieve key objectives, leading by influence rather than authority to build trust across the organization.
- Lead development of systems and processes to track and measure initiative success; lead development of reporting, E-Staff / Board content, and other communications.
- Lead change management strategy definition and execution to fully embed organizational changes while minimizing disruption.
- Identify and resolve roadblocks, risks, objections, conflicts, and negotiations.
- Positively impact the effectiveness and efficiency of program team members by sharing your experiences and contributing to the continuous improvement of our methodology.
- Work from the Zendesk Mexico City office at least one day per week, with up to 4 days remote/versátil. Please note 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, program management, operations improvement, business process improvement, change management, data analysis, and/or private equity.
- Proven track record of driving several large-scale, complex programs, delivering measurable business outcomes.




- Demonstrated success working across diverse teams and geographies.
- Ability to distill complex, multi-faceted topics into an organized, structured approach and mobilize the right people to execute.
- Strong ability to communicate effectively at all levels, building consensus to drive change.
- Strong executive presence.
- Skilled at actively managing and communicating risk.
- Sense of urgency, positivity, growth mindset, and collaborative team player.
- Ability to follow and positively influence Business Transformation methodology and best practices.
- PMP, Prosci Change Management, and Lean Six Sigma Green / Black Belt certifications are a plus.
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.
**The intelligent heart of customer experience**
Z

📌 Principal, Business Transformation (Ciudad de México)
🏢 Zendesk
📍 Ciudad de México