We are looking for a dynamic, results-focused Principal, Business Transformation to join our Transformation & Operations Excellence team, driving transformation programs aimed at accelerating enterprise performance and driving scale to deliver Zendesk's corporate strategy.
This role leads high-priority, cross-functional strategic initiatives, 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 private equity owners 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 strategic initiative(s) in partnership with senior leadership, private equity owners, 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 and may include strategy planning and execution, initiative structure and governance, strategic thinking and visioning, business case development, organizational design and implementation, and/or organizational change management.
This may include leading large-scale programs related to the adoption and operationalization of AI-first processes and capabilities across the enterprise.
Ultimately responsible for realizing sustained business outcomes.




- 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.
- Serving as a strategic thought leader and partner to senior leadership, providing high-quality, data-backed guidance and recommendations to drive business outcomes, and enabling business stakeholders' data and technology literacy.
- Build and lead program team required to achieve key objectives, leading by influence rather than authority to build trust across the organization.
May include leading more junior Business Transformation team members within the program.
- Lead development of systems and processes to track and measure initiative success.
- Lead development of reporting, Executive Leadership Team / 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 2 days per week, with up to 3 days remote/versátil.




Please note anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX).
**What you bring to the role**:
- 7-10 years of experience in management consulting, business operations, corporate strategy, program management, operations improvement, business process improvement / re-engineering, change management, data analysis, and/or private equity.
- Proven track record of driving several large-scale, complex programs, delivering measurable business outcomes, ideally including driving AI-driven business transformation programs.
- 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.
- Project Management Professional (PMP), Prosci Change Management, and Lean Six Sigma Green / Black Belt certifications are a plus.
- English fluency
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).
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 s

📌 Principal, Business Transformation (Xico)
🏢 Zendesk
📍 Xico