Principal Operations Manager

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As a forward-thinking organization dedicated to innovation and global expansion, Zendesk is seeking a dynamic and experienced Principal Operations Manager with a strong background in Project Portfolio Management to join our CIO organization. In this role, you will play a pivotal part in driving our global growth, ensuring continuous delivery of multiple global projects, and managing vendor relationships to meet our strategic objectives.

What you'll be doing

• Create and implement strategic plans to grow our global workforce within the CIO organization.

• Serve as the primary liaison with our Build-Operate-Transfer partner (Persistent) in India, ensuring clear communication and operational efficiency.

• Streamline operations and improve efficiency in the context of global expansion.

• Oversee and ensure continuous delivery of multiple global projects, coordinating project portfolio management across various teams.

• Collaborate with senior leadership to create and implement plans that align with organizational goals.

• Monitor and evaluate vendor performance to ensure quality service delivery and achievement of targets.

• Develop and manage budgets related to workforce expansion and vendor management activities.

• Identify and mitigate risks associated with vendor relationships and global expansion.

• Ensure compliance with laws, regulations, and organizational policies.

• Encourage collaboration across different teams to promote cohesive and aligned operations.

• Provide hands-on execution for initiatives and resolve potential issues.

• Leverage data and analytics to inform decisions and evaluate the effectiveness of initiatives.

• Partner with business leaders to build operational capabilities.

• Take charge of effective adoption and enablement strategies through strong leadership in managing change and communications.

What you bring to the role

• Bachelor's degree in Business Administration, Operations Management, or a related field. Equivalent experience will also be considered.

• 8+ years of leadership experience in driving transformation, operations, and program execution in a global capacity.

• Proven experience in project portfolio management, overseeing continuous delivery of multiple global projects.

• Experience managing 3rd party relationships, preferably with Build-Operate-Transfer models and managed services.

• Proficient in crafting operational strategy and scaling business operations.

• Knowledge of IT & Data organizations, product model structure, and agile delivery methodologies.

• Excellent data interpretation and communication skills.

• Highly self-motivated and passionate about building and leading high-performance teams.

• Ability to adapt and thrive in ambiguous and rapidly evolving situations.

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Please note that anyone hired into this position must be physically located in and plan to work from Karnataka.

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.

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 schedule is to be determined by the hiring manager.

About Zendesk - Champions of Customer Service

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. We advocate for digital first customer experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre proud of our ongoing efforts to foster global 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. We are an AA/EEO/Veterans/Disabled employer. 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 disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

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