This hybrid position requires two days per week in our San Francisco office.

You're a dynamic self-starter and adept problem-solver, driven by a passion for optimizing both internal and external experiences. With a knack for diving into details and collaborating cross-functionally, you excel at translating business needs into actionable requirements and implementing innovative solutions. Your advanced proficiency in Zendesk administration empowers you to drive impactful change. Furthermore, your ability to effectively engage with both technical teams and non-technical stakeholders, employing a programmatic approach, ensures clear communication and successful collaboration.

We're embarking on an exciting growth journey and are in search of a CX Systems Program Manager to join our Global Customer Operations (GCO) team, which is responsible for managing inbound support across all business segments. In this pivotal role, you'll be the primary liaison to our IT Business Systems, focusing on driving process optimization, administering and enhancing our tech tools, and providing valuable thought leadership on CX systems and tools best practices. Additionally, you'll play a crucial role in project management for technical endeavors, ensuring seamless execution across the board. You'll utilize Jira and associated project management platforms as needed to facilitate effective project tracking and collaboration.

The ideal candidate will be adept at navigating ambiguity and collaborating seamlessly with customer operations sub-teams and stakeholders. You will excel at gathering and documenting technical requirements from functional leaders, scoping and breaking down new initiatives, and outlining solution designs. Hands-on experience with Zendesk system administration and optimization is crucial, and the candidate will work closely with the IT Business Systems department in this regard. Overall, this individual will be passionate about enhancing customer experiences, with a systems-first mindset.

• Customer Support and Experience Tool Administration

  • Serve as the department's primary tool and technical administrator, responsible for the management and optimization of our tech stack, which includes Zendesk, Ultimate AI Chatbot, Salesforce, Unbabel, UnitQ, Tableau, and similar platforms.
  • Maintain full technical ownership of and responsibility for Zendesk Agent Workspace, including management of Views, Groups, Macros, Layouts, Agent Interface, Dynamic Content, Contextual Workspaces, Context Panel, and Side Conversations.
  • Develop and implement provisioning and deprovisioning processes and best practices.
  • Provide troubleshooting support for tool issues and outages - including with third-party integrations - while also offering strategic recommendations that align with our Customer Support strategies.

  Technical Project Management

  • Manage technical projects from start to finish, with direction or assistance from Team Manager and Project Management team.
  • Collaborate closely with support teams, business process owners, and system implementation teams to develop, support, and transform business needs into streamlined enhancement or project requirements.
  • Drive the success of Customer Operations technical programs by coordinating project tasks with other teams, monitoring progress, addressing key risks and issues, and providing regular status reports.
  • Stay updated on the latest features and updates of these tools, and lead projects to integrate new functionalities that enhance our customer support and experience capabilities.

  Documentation and Enablement

  • Develop and maintain comprehensive documentation (e.g. user guides, process documentation) for the entire Global Customer Operations - Technical Operations ecosystem to ensure clarity and accessibility.
  • Implement change management processes to facilitate the adoption of project or initiative changes, including identifying and addressing anticipated resistance and assessing their impact.
  • Collaborate with less-technical team members across the organization, facilitating knowledge transfer and promoting a culture of continuous learning and improvement.

• 6 years of experience in operations systems and processes: a proven track record in designing and implementing functional solutions that span multiple systems.
• 3 years of direct experience in Zendesk system administration (Admin certification a plus).
• Demonstrated experience collaborating with technical teams and navigating cross-functional relationships to drive project completion.
• Familiarity with Jira for Agile project management, Scrum, version control and other relevant capabilities to enhance operational efficiency.
• Exceptional spoken and written communication skills, coupled with active listening abilities, enabling the clear presentation of complex ideas to both technical and non-technical audiences.
• Self-starter mentality: Ready to tackle challenges and serve as a valuable partner to the business across the operations landscape.
• Strong willingness and ability to provide guidance and support to non-technical and junior colleagues.

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

• We're invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we're a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we're better for it.

• Learning is what we do - inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You'll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

• Our reason to exist is to revolutionize learning - that calls for taking risks and learning from failures. Whether it's our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

• We're committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work.

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You've got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We will consider for employment qualified applicants with arrest and conviction records.

Our benefits package at Udemy "starts with U" and is grounded in mission-driven benefits that intentionally align with our core values. Here's a sneak peek at just a few highlighted benefits if you're a full-time Udemate based in the United States:

• Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage

• HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions

• Transgender Benefits: Expanded medical coverage for gender-affirming care

• Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week "ease-back" program that enables parents to return part-time at full pay

• Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support

• Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development

• Retirement: Pre-tax and Roth 401(k) plan with an employer contribution

• Charitable Giving: Corporate charitable match for eligible nonprofits and charities

• Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly

• Holidays: Twelve paid holidays throughout the year

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