- 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 trans

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