Zendesk CX Systems Program Manager

| Denver, CO, USA
Employer Provided Salary: 112,000-140,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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About Us

At Udemy, we’re on a mission to improve lives through the power of learning. We’re a leading global learning company and one of the world’s largest education platforms, with more than 67 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals. 

Talented people are everywhere, and the right opportunity can be hard to come by. That’s why we’re focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.

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

About you 

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.

About this role 

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.

What you'll be doing

  • 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.

What you’ll have

  • 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!

Life at Udemy 

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 Start With U

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

Information regarding data privacy is available within the Udemy Careers Privacy Notice.

At Udemy, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for benefits and equity.

Hiring Compensation Range

$112,000$140,000 USD

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • jQueryLibraries
    • ParseLibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Angular.JSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • KafkaFrameworks
    • Node.jsFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • WordpressCMS
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • SalesLoftCRM
    • GainsightCRM
    • BoostupCRM
    • HighSpotCRM
    • LookerCRM
    • MailChimpEmail
    • MarketoLead Gen
    • ZoomInfoLead Gen
    • VidyardLead Gen
    • 6senseLead Gen

Location

We are located in the LoDo neighborhood, with access to Union Station, Milk Market and Coors Field.

An Insider's view of Udemy

How would you describe the company’s work-life balance?

Udemy's work-life balance is amazing! Our hybrid structure gives me the ability to take easy lunch walks and do some tidying during breaks when I'm working from home. Our managers also really encourage us to stay within our working hours and take our flexible PTO!

Molly

Account Development Representative

What projects are you most excited about?

I'm constantly inspired by the mission to improve lives through learning and inclusive international reach. My passion for equity and education is what brought me to Udemy. I was immediately drawn to our mission and was thrilled to experience the meaningful impact at scale, from leadership and through our products and relationships.

Levi

Customer Success Manager

How does the company support your career growth?

I started as an ADR here in Denver. Though I pivoted to sales before the pandemic, I was able to pursue my passion of facilities, project management, and people within the Workplace team, based on my previous experience within Brewery Facilities. Udemy embodies the term retention – they want great talent, and keep top talent by hiring within!

Mika Jensen

Senior Workplace Associate

How do you empower your team to be more creative?

We ask team members to spend at least 10% of their time on a project of their choosing, that could help achieve Udemy's OKRs. This is an opportunity for them to do something that will feed into their interests while making an even bigger impact on our company. One partners with The Last Mile, helping incarcerated individuals reenter the workplace.

Han Hong

Senior Manager, Customer Success

What makes someone successful on your team?

Success on Udemy's Sales team is all about strategic effort and positive attitude. We're lucky to sell an awesome product like Udemy Business where effort and attitude is enough get our prospects and clients excited about our mission to democratize learning!

Alex

Corporate Account Executive

What are Udemy Perks + Benefits

Udemy Benefits Overview

Through a partnership with Alliant Employee Benefits, Udemy offers a competitive benefits package. A selection of comprehensive medical plans are available as well as family building services, dental, vision coverage, a competitive 401k, commuter benefits, life & disability insurance as well as parental leave and vacation days.

Udemy also recognizes the importance of mental health among the workforce and partners with Modern Health to ensure support is available as required.

Culture
Volunteer in local community
Udemy employees volunteer at A Precious Child, Spark, Tusla, LÖSEV, and more.
Partners with nonprofits
Udemy's partnerships include The Last Mile, Upwardly Global, AnnieCannons, SV Academy, and Sentinels of Freedom.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
In-person revenue kickoff
President's club
Flexible work schedule
We offer a 2-week ease-back program to help new parents slowly return to work.
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Employees learn what unconscious bias is, how unconscious bias harms people and companies, and how to identify your own unconscious biases.
Mean gender pay gap below 10%
Diversity employee resource groups
Udemy currently has 10 employee resource groups. Our groups focus on different races, genders, the LGBTQIA+ community, neurodiversity and mental health, parents, and more.
Hiring practices that promote diversity
Our balanced hiring strategies focus on strategic partnerships, events, and resources to broaden our reach and create equitable and inclusive recruiting practices.
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Employees can contribute up to $2,850 annually to their healthcare FSA and up to the $5,000 annual household limit for dependent care FSA.
Disability insurance
Short-term disability covers 66.67% of your regular pay, capped at $2,500 per week for up to 26 weeks. Long-term disability covers 66.67% of your regular pay, capped at $20,000 per month.
Dental insurance
Our dental plan covers $2,000 of expenses per year with an option to buy up to a plan covering $3,000.
Vision insurance
In-network eye exams on our vision plan have a $10 copay with a $180 annual limit for contact lenses and frames.
Health insurance
We have PPO, HDHP, and HMO options available.
Life insurance
Udemy provides Basic Life and AD&D benefits at no cost to employees. AD&D pays 2x your annual salary, capped at $500,000. Employees can purchase additional life and AD&D insurance.
Pet insurance
PlanPet offers employees a 10% discount on pet insurance plans.
Wellness programs
As a part of our Whole U program, Udemy is proud to offer Modern Health to provide Udemates across the globe with comprehensive mental health support.
Mental health benefits
Benefits include and coaching through Modern Health, meditation and mindfulness through Headspace, and Employee Assistance Programs for mental health support, resources, and more.
Transgender health care benefits
Financial & Retirement
401(K)
401(K) matching
We offer an annual match of 25% of your contribution, up to the first 6% of your salary (capped at $500 annually). Any match vests 50% after one year of employment and 100% after two years.
Company equity
Udemy offers restricted stock units. New hires will vest 25% of their RSUs on the first anniversary of the grant date, then in equal quarterly installments for an additional 3 years.
Employee stock purchase plan
Eligible employees can purchase company shares at a 15% discount and are capped at an annual maximum of $21,250 USD.
Performance bonus
Charitable contribution matching
Udemy matches dollar for dollar (up to $100), per full-time employee per year, to eligible nonprofits and charities that carry a 501(c)(3) tax status (or equivalent internationally).
Child Care & Parental Leave
Childcare benefits
We offer a care concierge through Wellthy and parenting support through Maven. Our Flexible Spending Accounts can also cover daycare expenses for children and mentally/physically disabled dependents.
Generous parental leave
In addition to state and federal parental leave, we offer 12 weeks’ parental leave at 100% base salary.
Family medical leave
Adoption Assistance
We provide a combined $25k lifetime benefit for eligible fertility, adoption, and surrogacy expenses.
Return-to-work program post parental leave
Fertility benefits
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Full-time hourly employee accrue 5 hours per pay period (15 days per year). Salaried employees have non-accrued and flexible Discretionary Time Off.
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
We offer commuter benefits through Twic, allowing employees to set aside pre-tax dollars from their paychecks to use on eligible parking and/or transit expenses (up to $280 per month pre-tax each).
Company-sponsored outings
Our Workplace team and Culture Club set up on-site and off-site events, such as monthly happy hours, annual summer picnics and holiday parties, tickets to a local baseball game, and more.
Free daily meals
Employees in the office get free lunch twice a week.
Free snacks and drinks
Snacks and beverages are available at all times in our office kitchens.
Some meals provided
Lunches are served every week on Wednesday and Thursday in our Denver and San Francisco offices.
Company-sponsored happy hours
Udemy hosts monthly happy hours at their offices.
Onsite office parking
Relocation assistance
Home-office stipend for remote employees
Upon hire, a one-time $500 work-from-home reimbursement is available to employees who do not have access to a desk in one of our offices. They are also eligible to submit a monthly $35 WFH expense.
Professional Development
Job training & conferences
Udemy offers free access to the entire Udemy and Udemy Business course libraries. We also offer an internal mentorship program, career development programs, DEI learning paths, and more.
Lunch and learns
Learning Walks combine photography, Udemy mobile, and inspiration to encourage employees to get away from their desks to learn. Guest Voices bring perspectives outside of Udemy to inspire and teach.
Promote from within
Mentorship program
MentorU connects people who want to learn from more experience employees across the organization so both mentor and mentees develop a deeper understanding of how to be successful at Udemy.
Continuing education stipend
We offer up to $1,500 annually for external learning opportunities after six months of employment.
Continuing education available during work hours
Our UDays allow employees to dedicate one work day per month for personal and professional learning. Udemy DEAL hour encourages everyone to spend one hour each month for learning.
Online course subscriptions available
Virtual coaching services

Additional Perks + Benefits

Udemy has a robust culture of continuous learning and a commitment to democratizing education for all. We not only promote professional growth and development, but create the space and provide the resources so our employees can actively learn and develop their skills.

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