What are the responsibilities and job description for the Senior Manager, Sales Operations position at Zendesk?
Job Description
Senior Sales Ops Manager, Sales Development
At Zendesk, Sales Development is a critical driver of pipeline and growth. As our global business continues to scale, we are seeking a Senior Sales Operations Manager, Sales Development to serve as a trusted global business partner to the VP of Sales Development.
In this role, you will work closely with the VP to shape and execute the operating rhythm for the global Sales Development organisation, translating strategic priorities into clear plans, coordinated execution, and measurable outcomes. You will partner across regions and functions to ensure the business is operating with the right data, cadence, insights, and process discipline to support growth at scale.
This is a high-visibility, highly collaborative role for someone who can operate as a strong thought partner and hands-on executor in a complex, global environment. You will work across Sales, Revenue Operations, Marketing, Finance, Enablement, and Systems to support planning, reporting, performance management, and continuous improvement across the Sales Development function.
What You’ll Do
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.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
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.
Senior Sales Ops Manager, Sales Development
At Zendesk, Sales Development is a critical driver of pipeline and growth. As our global business continues to scale, we are seeking a Senior Sales Operations Manager, Sales Development to serve as a trusted global business partner to the VP of Sales Development.
In this role, you will work closely with the VP to shape and execute the operating rhythm for the global Sales Development organisation, translating strategic priorities into clear plans, coordinated execution, and measurable outcomes. You will partner across regions and functions to ensure the business is operating with the right data, cadence, insights, and process discipline to support growth at scale.
This is a high-visibility, highly collaborative role for someone who can operate as a strong thought partner and hands-on executor in a complex, global environment. You will work across Sales, Revenue Operations, Marketing, Finance, Enablement, and Systems to support planning, reporting, performance management, and continuous improvement across the Sales Development function.
What You’ll Do
- Act as a global business partner to the VP of Sales Development, helping shape priorities, drive decision-making, and execute the operating plan.
- Partner with regional xDR analysts and sales development leaders to support all tiers of xDR management globally, ensuring consistency in performance management, reporting, and operational execution.
- Lead and support global planning processes including headcount, capacity, coverage design, funnel analysis, and quota alignment for Sales Development.
- Own and evolve reporting and operational insights to provide visibility into activity, pipeline generation, conversion trends, and funnel velocity.
- Help design and scale AI-enabled workflows and automation across lead scoring, routing, productivity tracking, outreach processes, and operational decision support.
- Demonstrate strong fluency with Large Language Models and AI automation tools, including practical use of Claude Code and OpenAI Codex, to streamline analysis, improve workflows, and accelerate execution.
- Coordinate cross-functionally with GTM Operations, Sales, Marketing, Finance, Enablement, and Revenue Operations to ensure strategic initiatives are implemented effectively.
- Drive improvements in operational cadence, process quality, and data consistency across regions to support business performance.
- Provide clear recommendations to leadership based on analysis, business context, and operational insight.
- 5–7 years of experience in Sales Operations, Sales Development Operations, GTM Strategy, Business Partnering, or a similar role in a SaaS environment.
- Proven ability to operate as a trusted business partner to senior sales leadership in a global or multi-regional organisation.
- Strong understanding of SDR/BDR or xDR operations, top-of-funnel metrics, and pipeline generation.
- Experience supporting planning, reporting, and operational execution in a matrixed global business.
- Hands-on experience using AI tools, workflow automation, and Large Language Models in a business operations context.
- Familiarity with Claude Code and OpenAI Codex, and the ability to apply them practically to operational and analytical workflows.
- Excellent communication and influencing skills, with the ability to work effectively across senior stakeholders, regions, and functions.
- Comfortable balancing strategic thinking with hands-on execution.
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.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
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.