Resource ManagerApply: Hybrid: Mexico City, Mexico: Full time: R*##

Job Description
Zendesk helps companies build better relationships with their customers through exceptional products and teams. Our global Professional Services team delivers a range of services to onboard our customers quickly and easily and ensure they derive value on an ongoing basis.
The Resource Manager helps create successful customer engagement by ensuring the right people are assigned to the right projects at the right time. This role partners closely with delivery leaders, engagement managers, and internal teams to turn project demand into clear, accurate plans and resource assignments. It also helps modernize how we work by using AI and automation to simplify project creation, improve assignment speed, and reduce repetitive administration.### What you'll be doing* Manage project demand: Monitor the services opportunity pipeline and upcoming work to anticipate project setup needs and resource demand.
* Partner with sales, delivery leaders, and project managers to confirm project scope, timing, roles, skills, and staffing requirements.
* Create and maintain projects: Set up projects in the PSA platform, keeping project details, roles, forecasts, and resource plans accurate as scope or timing changes.
* Assign resources to project roles in partnership with delivery leads and project managers, balancing customer needs, skills, availability, and business priorities.
* Use capacity and demand data to identify constraints, surface conflicts, and recommend resource changes or additional staffing.
* Support capacity planning: Work with Senior Resource Managers to maintain visibility into resource capacity, demand forecasts, utilization, and staffing risks.




* Identify and implement opportunities to use AI and automation to simplify project creation and resource assignment—for example, preparing project records, matching skills to roles, surfacing staffing options, and flagging missing or inconsistent information.
* Apply tools such as ChatGPT, Claude, Codex, and Gemini to build or use skills, projects, and other workflows; Connect systems and data: Help explore integrations and workflows across tools such as Salesforce, Certinia, Snowflake, Streamlit, and Gainsight, in partnership with technical teams as needed.
* Test and refine solutions: Evaluate AI-enabled process improvements, measure their impact on speed and quality, and help incorporate successful changes into standard workflows.
* Help ensure project plans, resource forecasts, and time-related information accurately reflect the work being delivered.
* Develop trusted working relationships with Professional Services delivery leaders and team members, communicating clearly and resolving competing priorities constructively.
* What you bring to the roleBasic

Qualifications:
*

Experience:
2–4 years of resource management, project coordination, or project management experience, ideally at a technology company or consultancy.
* Experience using a Professional Services Automation or resource management platform for project setup, staffing, and assignments. Experience creating or using ChatGPT skills, projects,



or comparable reusable AI workflows to support repeatable tasks.
* General familiarity with JSON and Python, sufficient to understand how data and simple scripts can support workflow improvements. Experience with APIs, MCP (Model Context Protocol), or connecting AI tools with business systems and data.
* Experience with Excel and one or more of Salesforce (SFDC), Snowflake, Streamlit, or Gainsight.
* Familiarity with resource planning, utilization, capacity forecasting, or Professional Services delivery operations.
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.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster general 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. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabl

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