Director, Global Revenue Operations - Business Operations

Job Description

Zendesk is seeking a highly motivated individual to lead, drive and own internal process improvements aimed at scaling the Global Revenue Operations team. This position will support Zendesk’s growth and revenue goals by identifying and managing projects directly aimed at automating operational processes to drive efficiencies throughout the Revenue Operations, Sales and IT organizations. You will partner closely with Sales, IT, Growth & Monetization and Product Development to develop and implement operational plans throughout the organization.

Reporting to the VP of Finance Transformation, the right individual will be a strong people leader that possesses a systematic program management approach, along with a results-driven mindset, strong leadership attributes, superb communication skills, an analytical background, and a desire to challenge the status quo.

Within the first year, this leader will have established a clear global operating model, strengthened roadmap governance, improved process documentation and controls, increased automation and AI solutions, be leading the team with trust, and starting to lead pricing and packaging initiatives and delivered measurable improvements in Quote-to-Cash efficiency, accuracy, and stakeholder experience.

• Own the end-to-end Quote-to-Cash (QTC) business operations roadmap, including CPQ, quote configuration, approvals, order capture, billing readiness, provisioning, payments, collections handoffs, and related data flows
• Define and maintain global QTC process standards, controls, documentation, and accountability across teams
• Identify friction points across the Quote-to-Cash lifecycle and lead initiatives to improve cycle time, billing accuracy, provisioning quality, payment success, customer experience, and operational scalability
• Lead, develop, and scale a globally distributed Revenue Operations Business Operations team across the Americas, EMEA, and APAC
• Build a strong team culture across time zones through clear communication, talent development, performance management, and consistent operating cadences
• Serve as the primary point of contact for the global Revenue Operations team in understanding and prioritizing process and project alignment needs against costs
• Lead cross-functional Revenue Operations strategic projects with the objective of automating and scaling existing processes/systems and maximizing revenue via pricing/packaging initiatives
• Translate business needs into clear problem statements, requirements, business cases, resource asks, and delivery plans
• Balance urgent operational needs with long-term transformation priorities, making tradeoffs transparent to senior stakeholders
• Build strong relationships with cross-departmental leadership, including Sales Operations, IT, Growth & Monetization and Product Development, as a primary business partner for the worldwide Revenue Operations team
• Partner with Finance, Accounting, Legal, Tax, and IT to ensure Quote-to-Cash processes support appropriate controls, auditability, data quality, and policy compliance
• Drive improvements in master data, product/SKU governance, pricing and packaging readiness, order integrity, and downstream billing/provisioning accuracy
• Utilize project management tools to provide timely updates on internal projects, product releases, and roadmaps
• Establish and own strong relationships with outside key vendors such as CPQ, Billing, Collections and Credit Card Processing providers to learn of new products / features, understand existing gaps in our processes and communicate our future needs
• Enhance internal reporting on key performance metrics for the worldwide Revenue Operations department with focus on actionable insights
• Identify and implement continuous improvement initiatives to optimize operational processes

• 10+ years of experience in Revenue Operations, Finance Operations, Business Operations, Business Systems, or Quote-to-Cash transformation in a SaaS or technology environment
• Experience leading global or distributed teams across multiple regions and time zones
• Bachelor's degree in Finance, IT, Business Administration, or closely related field
• Deep understanding of Quote-to-Cash processes, including CPQ, contracting/order management, billing, provisioning, payments, collections handoffs, and data flows
• Proficiency with AI tools and solutions
• Demonstrated success leading complex cross-functional transformation initiatives from strategy through execution and adoption
• Strong executive communication skills, with the ability to translate complex business and technical topics for senior stakeholders
• Superb cross-functional experience and strong collaborative skills and the ability to work with all levels of management and across multiple and varied functional teams
• Experience building operating models, governance processes, prioritization frameworks, and scalable documentation
• Hands-on or business-owner experience with Salesforce, CPQ, Zuora, billing platforms, payment gateways, and related integrations
• Experience with product-led growth, self-service commerce, pricing and packaging launches, SKU governance, or monetization programs
• Familiarity with Agile, portfolio management, process design, controls, UAT, release management, and change management
• Understand business transformation, change management and execute plans for growth
• Ability to work in dynamic, fast paced, fast growing company where adaptability is imperative

The US annualized base salary range for this position is $185,000.00-$277,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The intelligent heart of customer experience

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.