Job Description

JOB SUMMARY

The Senior Manager, Zendesk Governance and Reporting is responsible for the strategic oversight, governance, and optimization of the Zendesk platform and reporting framework across the organization. This role serves as the primary owner of Zendesk, ensuring the platform is effectively configured, maintained, and governed to support business objectives, operational efficiency, and service excellence. The Senior Manager oversees workflows, integrations, user access, data integrity, reporting, and platform standards while driving consistency and scalability across teams. Partnering closely with crossfunctional stakeholders, this role identifies opportunities to improve processes, resolve platform

challenges, and leverage data-driven insights to enhance decision-making, employee effectiveness, and the overall customer experience.

KEY RESPONSIBILITIES

• Serve as the business owner for the Zendesk platform, providing strategic oversight of platform governance, configuration, optimization, and long-term scalability.
• Lead the design, implementation, and continuous improvement of Zendesk workflows, including ticket routing, automations, triggers, macros, queues, and support processes.
• Develop and maintain governance standards, policies, and best practices to ensure consistent platform utilization, data integrity, and operational effectiveness.
• Own the Zendesk reporting and analytics strategy, delivering actionable insights and dashboards that support business decision-making and performance management.
• Monitor and report on key performance indicators (KPIs), service-level agreements (SLAs), customer experience metrics, operational trends, and support performance.
• Partner with business leaders to identify opportunities for process improvement, workflow optimization, and enhanced service delivery.
• Collaborate with IT, Product, Risk, Compliance, vendors, and other stakeholders to prioritize platform enhancements and ensure alignment with business objectives.
• Oversee Zendesk integrations, user access, system configurations, and data management practices to support platform stability, security, and compliance requirements.
• Evaluate platform performance and emerging capabilities, recommending and implementing enhancements that improve scalability, efficiency, and user experience.
• Lead cross-functional initiatives and change management efforts related to Zendesk, driving adoption and ensuring successful implementation of platform enhancements.
• Provide strategic guidance and subject matter expertise on Zendesk capabilities, reporting, and governance practices across the organization.
• Ensure the Zendesk platform effectively supports employee and customer needs while enabling operational excellence and continuous improvement.

EDUCATION & EXPERIENCE

REQUIRED

• Bachelor's Bachelor's degree in Business, Information Systems, Technology, or a related field; or an equivalent combination of education, professional experience, and/or military service.
• 5+ years of experience supporting or administering customer service, CRM, or case management platforms, including hands-on experience with Zendesk.
• 2+ years of experience in platform governance, system administration, reporting, analytics, or related operational functions.
• Experience developing reports, dashboards, and performance metrics to support business decisions and process improvement.
• Experience managing system enhancements, testing, documentation, and user adoption across multiple teams.

PREFERRED

• Experience administering Zendesk in a complex, multi-functional environment.
• Experience with Zendesk reporting, workflow automation, integrations, and platform optimization.
• Experience with business intelligence and reporting tools (e.g., Power BI, Tableau).

KEY COMPETENCIES

• Strong knowledge of Zendesk administration, configuration, workflows, automations, routing, integrations, user permissions, and reporting capabilities.
• Ability to develop and maintain governance standards, controls, documentation, and processes that support effective and consistent platform utilization.
• Ability to assess business needs and translate requirements into scalable system solutions that align with organizational objectives.
• Ability to analyze processes, identify improvement opportunities, and implement workflow and automation enhancements that increase operational efficiency and improve the user experience.
• Strong problem-solving and decision-making skills, with the ability to evaluate complex issues, identify root causes, and recommend effective solutions.
• Demonstrated ability to leverage data, reporting, and analytics to support business decisions and drive continuous improvement.
• Proactive approach to optimizing platform performance, reporting capabilities, and operational processes.
• Strong collaboration and stakeholder management skills, with the ability to partner effectively across business, technology, and support functions.

CORE VALUES

Step Up For Students believes strongly in two key core values to carry out their mission of “We empower families to pursue and engage in the most appropriate learning options for their children.”:

• Everyone is an asset.
• Every event is an improvement opportunity.

To maintain a positive and effective organizational culture, employees are expected to demonstrate these two core values in their everyday work.

WORKING CONDITIONS/EQUIPMENT USE

• Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
• Must be able to lift up to fifteen (15) pounds.
• Frequent use of office machines to include telephone, computer, and printer.r.