Job Description Director, Shared Services & Manila Site Leader (Head of Office) Zendesk is looking for an experienced Director, Shared Services & Manila Site Leader to join our Global Shared Services team. This position, based in our Manila office, is part of the Operations org and will report directly to the Director, Global Shared Services, and will interface with Zendesk C-Staff, the regional APAC COO and internal & external stakeholders at all levels. This position will also take on the Site Leadership role for the Manila office and will play a critical part in our expansion efforts. Who are we: Zendesk is a rapidly growing company and we are expanding our international operations footprint. Our Manila operations will continue to grow and be our Global Hub for Shared Services. Our newly formed Global Shared Services team will spearhead and drive the evolution in our operating model to optimize Shared Services operations through best practices, tools and services. We are an enabling team that will put tools and infrastructure in place to aid functions in the development of their Shared Services teams. We are thought partners and advisors who assist in strategy and decision making to align with business objectives. We partner to work cross-functionally to connect the dots and ensure we all move together in the same direction. We bring an eye of continuous improvement and operational excellence. Who are you: You are someone with deep expertise in building and maturing Shared Services AND wants to play a larger role to lead and expand our operations in Manila. You will support and enable our operational transformation in partnership with HR, Finance, IT, Legal and other functions as we build and grow our Shared Services teams. You are also a trusted leader who oversees local office matters and will function as the main point of contact for communications to and from the Manila office. Job Responsibilities Enterprise Enablement Develop and execute strategies to build Global Shared Services foundation including infrastructure, integration, governance, metrics and innovation. Lead enabling initiatives to develop and improve SLAs and KPIs, ticket and workflow management, training and quality, and knowledge management. Develop frameworks and tools that can be adopted to increase maturity. Stay up to date with industry trends and continue to benchmark and drive continuous improvements within Zendesk. Develop and deliver change management strategies, plans and communications to ensure awareness, understanding and adoption. Functional Enablement Partner across teams to shift our operations functions to a Shared Services operating model. Develop and execute strategies to support efficiency, effectiveness and scale across our operations. Provide guidance for process design, standardization, automation and optimization. Transition Management Partners with Functional Teams to manage transition of work and teams to Shared Services in Manila. Serve as a thought partner and advisor to assist in transition strategy i.e. prioritizing work to transition, transition approach (lift and shift, fix and shift), hiring plans, org design, etc. Partner to develop governance models i.e. roles & responsibilities of Global Process Owner (GPO), decision making framework, etc. Site Leadership Strategic Alignment: Aligns, integrates, and advances Zendesk’s enterprise strategies and goals. Partners with local Sr. HR Business Partner to drive culture initiatives, tone, communications and integrations across business functions and teams. Planning: Engages with leadership, Finance, Sr, HRBP and People & Places on headcount planning for the site. Local Point of Contact: Serves as representative of Zendesk in the region (government, community & media). Communications: Cascades company-wide information in partnership with functional leadership to employees (e.g., Town Hall) and provides 2 way feedback channel. Collaborates with other Office Leads to solve common cross-region issues that arise. Culture Champion: Engages in regional culture through advising on social impact initiatives, events, ERGs, etc. Maintains a positive culture built on empathy, a focus on relationships, and being “humblident” (humble + confident) in partnership with local leaders and Sr. HRBP. People Leadership: Responsible for leading a local team to execute on the goals and strategies of Global Shared Services as we continue to grow and build our Shared Services functions (indirect people leadership to start). Education & Experience Bachelor’s degree in Business or relevant field. 10-15 years of experience in areas of transformation and delivery leader in a Shared Services environment. Experience in BPO or management consulting is advantageous. Previous Site Leadership experience a plus. Experience in planning and executing transition management Experience developing and managing service levels and governance models Experience in project management, change management, stakeholder management, and communications Experience in shared services technology and automation Experience in driving continuous improvement and operational excellence Experience in multi-location, matrixed environment with both regional and global complexities Experience managing a team of direct and indirect reports. Skilled people leader Demonstrated success in translating strategic priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results. Skills Strong verbal and written communication skills and ability to present complex topics in a clear and concise manner to audiences at various levels of the business Skilled in public speaking Proven ability to influence and motivate others to drive results Strong organizational and analytical skills to lead teams and build partnerships with internal and external partners Ability to meet deadlines, handle varying workloads and work in a fast-paced environment Ability to travel to other Shared Services locations as needed Excellence in collaboration Senior Executive leadership and Management level capability Must be a great teammate with the ability to engage with different, cross-functional teams Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Interested in knowing what we do in the community? Check out the to learn more about how we engage with, and provide support to, our local communities. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk’s explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

Send Application

Upload Resume / CV (Select or Drop File)

Signup to newsletter and receive daily job updates, services, etc.