Job Description
In Zendesk we are looking for a Customer Experience Manager with a focus on operational delivery and scalability of the methodology, touchpoint plans, and plays and is responsible for ensuring a positive and seamless customer journey across all interactions with a company.
**Responsibilities**:
- Identify and take on operational projects to enhance our long-term strategic initiatives. Design and develop solutions that will support transformational projects to operationalize and scale initiatives that drive organizational maturity.
- Define and document processes, workflows, requirements and develop governance and comms structures that will support effective stakeholder and project management.
- Understand the key business/transformational processes of the functions, and their associated performance metrics and use data to drive decision making
- Support the design and implementation of an intentional and personalized customer lifecycle
- Work with the BI and Data Analytics teams to bring key, data-driven metric dashboards to the functions, and customer insights across ad hoc strategic initiatives and the customer lifecycle
- Actively participate in creating and delivering key operational updates for CX leadership, executive leadership team, cross functional teams, and external audiences
- Review CX processes and policies to help enhance workflow and develop a stronger operating model




- Collaborate with CX operations & technology partners to drive effective cross-functional and cross-collaboration alignment to deliver CX-wide outcomes (Collaborate with the key partners to the CX Strategy team (e.g. Product, IT, ED&A;, Finance, Sales, etc.) to drive effective collaboration and delivery of work
**Desired Qualifications**:
- Proven ability to drive and own conversations with senior leadership in support of overall goals, providing alternative solutions when necessary
- Proven ability to influence and advocate for the customer needs with other departments, including Product, Success, Sales, Engineering
- 4+ years of experience within a general CX organization
- Empathy, compassion, and a desire to ensure that our customers receive the proper treatment and a willingness to take steps to continually improve it
- Ability to identify areas for improvement across the direct and global teams
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market.



Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.
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).
**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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
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.

📌 Senior Customer Experience Manager (México)
🏢 Zendesk
📍 México