People Services, Team Lead (AMER)

at  Zendesk

Job Description
Zendesk is searching for an outstanding and driven individual to join our People Services Team as a Team Lead (AMER). As a fast-growing company, Zendesk presents a unique chance to lead our Employee Lifecycle Team and make a meaningful impact on our business’s ongoing success. In this capacity, you will work closely with the Manager, People Services to cultivate strong relationships with teams across the globe, implement efficient and automated operations, and support the overall growth of Zendesk.

Responsibilities:

• Mentor a team of Specialists by guiding them in delivering tasks and activities in the most effective and conscientious way while embodying Zendesk’s Values.
• Analyze the team workload and identify areas for improvement to reduce workload through automation.
• Achieve and exceed Service Level Agreements (SLAs) and metrics targets by delivering exceptional employee experience.
• Perform quality assurance checks through ticket grading and insightful performance reporting.
• Manage available resources to meet operational objectives and minimize disruptions to daily operations.
• Confidently interact with leaders, customers, vendors and peers to share information and improve cross-functional processes.
• Ensure process documentation and internal controls are in compliance with company policies and applicable laws and regulations.
• Demonstrate a moderate level of autonomy in making decisions for the team.
• Lead and participate in cross-functional projects including the implementation of new systems or tools, process and policy changes

Requirements:

• 3+ years of demonstrable experience leading/supervising a team within an HR Shared Services or Operations work environment.
• Strong functional knowledge of Talent Acquisition & Onboarding operational processes and ability to define process improvements.
• General understanding of Global Mobility function and processes.
• Experience using Service Center technologies such as ticket management, knowledge management, email, and document management (Zendesk and Workday experience preferred).
• Extensive background in reviewing processes for automation, simplification, standardization, elimination, or migration to a Shared Services Center.
• Experience in documenting and maintaining HR processes, work instructions, and quality controls preferred.
• Ability to influence and empower others to achieve results in a multi-location and matrixed environment.
• Effective communicator with the ability to present complex topics clearly and concisely to audiences at various levels.
• Strong organizational and analytical skills to lead teams and establish partnerships with individuals both within and outside the organization.
• This position will primarily work to support teams in AMER. However, some collaborators work APAC and EMEA hours which will require shift flexibility to increase opportunities for collaboration and partnership

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

• Mentor a team of Specialists by guiding them in delivering tasks and activities in the most effective and conscientious way while embodying Zendesk’s Values.
• Analyze the team workload and identify areas for improvement to reduce workload through automation.
• Achieve and exceed Service Level Agreements (SLAs) and metrics targets by delivering exceptional employee experience.
• Perform quality assurance checks through ticket grading and insightful performance reporting.
• Manage available resources to meet operational objectives and minimize disruptions to daily operations.
• Confidently interact with leaders, customers, vendors and peers to share information and improve cross-functional processes.
• Ensure process documentation and internal controls are in compliance with company policies and applicable laws and regulations.
• Demonstrate a moderate level of autonomy in making decisions for the team.
• Lead and participate in cross-functional projects including the implementation of new systems or tools, process and policy change