Job Description

Who we're looking for

We are looking for someone with a passion for analytics and data to drive the end-to-end design, development, and delivery of an internal analytics system that cuts across levels and functions at Zendesk. Your job as the Manager of Enterprise Analytics is to play a meaningful role in making enterprise data accessible to everyone at Zendesk. Reporting to the Director of Enterprise Analytics, you will be responsible for gathering business requirements from our internal customers and delivering an appealingly simple experience for accessing important data insights in partnership with our engineers. You get your kicks by solving complex, large-scale organizational problems through detailed analytics and strategic, logical thinking.

What you'll be doing

• Collaborate with teams across the company including IT, Product Development, Marketing, Sales, Legal, and Finance to understand all enterprise data needs and develop strategic recommendations around how to meet those needs
• Analyze accuracy, completeness and usage of enterprise data and develop operational metrics for our team to monitor and improve performance and service to our internal customers
• Develop trainings, documentation, and other tools to reduce speed of onboarding new analysts and to increase productivity and effectiveness of existing analysts
• Establish enterprise data and reporting processes and prioritize minimum viable products that enable high-quality analytics at a large scale
• Evangelize enterprise-wide adoption of Zendesk Explore for data visualization, handle migration of existing reports, and promote a data-driven and insights-obsessed culture
• Drive programs for the Data & Analytics function that will ultimately support data-driven decision making for the business, using the latest tools and technologies
• Partner closely with the data analyst community throughout the company, and the business leaders they support, to drive key cross-functional programs with executive-level visibility

What you bring to the role

• BS/BA or equivalent (preferably in a quantitative field e.g., math, statistics, engineering, economics, computer science); Master’s degree highly desired
• MINIMUM of 5+ years experience in Finance/Operations/Business Analytics and/or Management/Economic Consulting roles
• Excellent analytical and project management skills, with an ability to understand our internal customers’ needs in detail and translate them into Agile requirements
• A willingness to roll up your sleeves and and experience working with large amounts of data using SQL, R, Python, SAS and/or other data reporting/visualization tools
• Proficient at navigating and accessing large customer and transactional databases
• A passion for data and analytics and the value that data-driven decision making brings to a business
• Strong business acumen as well as strong written and oral communication skills
• Strong collaboration, planning, and prioritization skills
• Experience working in an Agile/Scrum development environment
• Mentality to lead by influence rather than by authority, to build trust across the organization

Where We Work:

Fully Flexible:

In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.

#LI-WO

The US annualized base salary range for this position is $126,000.00-$190,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re 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.