Job Description
Sr Manager, Enterprise Insights
Every single day, Zendesk’s products capture millions of customer service interactions. Each of those interactions serve as data points and glimpses into customer service trends and behavior. We are looking for someone who has the technical skills to surface insights quickly, and the interpersonal skills to communicate those insights in a way that persuades action. 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 platform that cuts across levels and functions at Zendesk. This role will join the Enterprise Data and Analytics (EDA) team and will report to the Sr Director, Enterprise Insights.
What you get to do every day:
Deliver always-on, trusted enterprise dashboards of key business metrics that will be used by c-staff and leaders within Marketing, Sales, Success, Product, Finance
Conduct high-quality analyses to uncover insights about our customers, our products and our business
Mentor and manage team members and their professional development, while balancing managerial responsibilities with individual project portfolio
Partner with Product, Sales, Marketing, and Finance leaders to execute against a prioritized list of health of business metrics and insights
Make the analytics accessible to executives, business users and in-function analysts - regardless of technical or analytical background
Collaborate with Data Engineering and Platform teams to ensure that we optimize data quality and make single source of truth reporting available for the entire company
Navigate the unstructured and undefined data infrastructure to join together relevant data from multiple sources in a way that sheds light on actionable insights
Evangelize enterprise-wide adoption of our EDW Platform to promote a data-driven and insights-obsessed culture
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, business analytics); Master’s degree a plus
7+ years experience in data analytics, business intelligence, or management/economic consulting fields
Advanced SQL skills a must (BigQuery experience a plus; data modeling and ETL experience a plus)
Solid knowledge of statistics (experience with statistical tool/language e.g. Python, R, Tensorflow, Jupyterhub a plus)
Exceptional visualization and presentation skills - you’re able to tell a visual story with graphs and data that leads to results and decision making (Tableau and/or Looker experience a plus)
People management experience with player-coach approach and a strong willingness to roll up your sleeves
Strong business acumen as well as strong written and oral communication skills
Passion for all things data and analytics - you’re intellectually curious and will search for context and insight behind the numbers
Growth mindset - you are scrappy, self-motivated, and not afraid to ask questions in order to grow
Exceptional problem-solving skills - you embrace tough, hairy problems and can unpack them into smaller, meaningful deliverables
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About Zendesk - Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at www.zendesk.com.
We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.
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 benefits@zendesk.com with your specific accommodation request.
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