technical business manager for hire
Sr. Manager Global Advocacy Operations - Zendesk
September 2016 - Current
Promoted from my previous role at Zendesk as a Support Operations Manager, I now manage our entire Support Operations Team while implementing many processes to enable significant scaling while supporting other operational teams like Tool Development, Analytics, Project Management, Training, and QA. I also now manage people managers in my team which has been a fun step up.
Below are some of the main responsibilities during this time on top of what I did in my previous role:
-
Responsible for entire Global Support Operations team currently located in 5 global offices (Madison, Dublin, Melbourne, Manila, and San Francisco)
-
People Management of both individual contributors and people managers at 10 total in size (2 people managers, 7 individual contributors)
-
Championed a number of Standard Operating Procedures including incident management, policy and procedure enablement, and Agile methodologies for project work and resource allocation
-
Instituted an intake process for initiatives leveraging aspects of S.M.A.R.T. goal planning and a weighting algorithm to drive prioritization
-
Partnered across departmental operations teams to align strategies and tasks for overall cohesion including process optimization for Sales, Success, Finance and Marketing.
-
Developed a Change Management for our production Zendesk product instances to minimize impact to agents and allow for successful testing and analytic development
-
Initiated a new Knowledge Base and Log program for recording process and changes to instances.