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