Lead ongoing change and transformation efforts focused on operational excellence and core business processes

Analyze, identify, and implement improvement opportunities across Zendesk Operations using AI-driven automation and insights

Lead continuous improvement across analysis, discovery, implementation, measurement, and sustainability

Integrate AI solutions into business process design

Coordinate and achieve cost and efficiency improvement goals through end-to-end project management and change management

Facilitate meetings and drive aligned decision-making across technical and non-technical teams

Serve as the subject matter expert for continuous improvement, change management, and ethical AI application

Support adoption of new processes, systems, and ways of working

Advise on Continuous Improvement and AI activities across Customer Operations

Develop improvement tools, templates, standardized AI prompts, and process frameworks

Present ongoing reviews, expectations, and outcomes to leadership

Build stakeholder and business leader relationships to identify opportunities and measure automated initiative success

Create a measurable, iterative environment for improving human processes and AI model performance

Requirements

5+ years of experience in process mapping, workflow design, and process tool utilization

Proficiency in using the Zendesk suite for customer support and operational management

Demonstrated experience in project management, successfully leading initiatives from conception through execution

Expert use of Google Suite (Sheets, Slides, Docs)

Experience with project management tools such as Asana, Jira, Smartsheet, or Confluence





Experience identifying use cases for Large Language Models (LLMs), Generative AI, or process automation

Certification and experience in a change management framework a plus (Prosci preferred)

Strong interpersonal and presentation skills

Ability to translate complex AI concepts into transparent, actionable information

Commitment to empowering employees and fostering a culture of innovation

Must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico)

Demonstrates expertise in process mapping, workflow design, and the integration of AI solutions into business processes, with a strong focus on continuous improvement and change management. Proven ability to lead projects, facilitate decision-making, and foster stakeholder relationships to drive operational excellence.

Highest-signal resume keywords

Process Mapping

Workflow Design

Project Management

Change Management

AI Integration

ATS Optimization Keywords
Hard Skills

Process Mapping

Workflow Design

Project Management

AI Solutions Integration

Continuous Improvement

Zendesk Suite Proficiency

Large Language Models (LLMs)

Generative AI

Google Suite

Change Management Framework

Soft Skills

Interpersonal Skills

Presentation Skills

Decision-Making

Collaboration

Empowerment

Certifications & Qualifications

Change Management Certification (Prosci Preferred)

Industry Keywords

Operational Excellence

AI-Driven Automation

Customer Operations

Stakeholder Relationships

Ethical AI Application

Tools & Technologies

Asana

Jira

Smartsheet

Confluence

#J-18808-Ljbffr

📌 Lead Business Process Analyst (Jocotitlán)
🏢 Jobtailor
📍 Jocotitlán