Sales Operations Specialist

Zendesk is a rapidly growing company with an amazing culture. The Sales Operations Specialist will serve as an analytical and strategic partner for the North America and LATAM Sales Development Leadership team, focusing on driving efficiency and strategic impact of the sales development process through data analysis and strategic recommendations.

Responsibilities

• Create, manage, and distribute comprehensive dashboards, reports, and ad-hoc analytics tasks specifically for the SDR/BDR teams and their leadership. Focus areas include lead volume, persistency rates, conversion rates (Lead to Qualified Opportunity), funnel velocity, and tracking pipeline contribution, ROI, and overall health of inbound and outbound activities
• Influence the design, deployment, and scaling of the AI-powered automation platform integrated with the core GTM stack (Salesforce, Groove, Outreach, etc.). Optimize the full-funnel engagement engine to run personalized, high-impact outreach and manage nurturing at scale, transforming how we identify, engage, and convert prospects
• Work closely with Revenue Operations, Marketing, and Systems to ensure data accuracy, smart targeting, and seamless workflows that enable SDR/BDR teams to operate at peak performance
• Work cross-functionally to identify best-in-class activities and strategies being employed at the sub-regional level, surface them up to global Sales Development leaders, shape how Zendesk uses automation and AI to drive engagement, fostering a culture of innovation and experimentation, and advocate for their adoption across the business
• Resolve data quality issues within the initial funnel stages (Lead/Contact/Account) and Sales Intelligence platforms (ZoomInfo, Lusha) to ensure the SDR team is working with accurate, high-quality information, thereby maximizing top-of-funnel efficiency
• Provide front-line system/process support for SDRs and their management, including responding to and resolving ticket escalations in Zendesk, solving queries and problems related to their daily tools and data in a timely and efficient manner

Skills

• Excellent written and verbal communication skills
• Proven analytical skills with the ability to translate complex data into business narratives and actionable insights
• Demonstrated deep understanding of the Sales Development function and top-of-funnel operations in a SaaS or subscription business
• Solid understanding and experience with top-of-funnel metrics, including lead volumes, MQL, SQL, persistence, activity metrics, conversion rates, and campaign performance analysis
• At least 1+ years of experience in a Sales Operations, Sales Development Operations, or business/system analysis role
• High proficiency and daily working experience with our core GTM stack: Salesforce, Tableau, Looker, and Snowflake
• Experience analyzing and optimizing data from Sales Engagement Platforms (e.g., Groove, Outreach), Lead Routing/Management (e.g., LeanData), Sales Intelligence/Data Enrichment (e.g., ZoomInfo, Lusha), Conversational Intelligence (e.g., Gong), Marketing Automation (e.g., Eloqua), and productivity tools like Clari
• Experience or deep familiarity with integrating AI tools or automation into GTM workflows (e.g., lead scoring, outreach automation, predictive analytics)
• Proficient in the Google App Suite (Sheets, Slides, etc.) with intermediate to advanced skills in spreadsheet functions
• Related SQL knowledge a definite advantage

Benefits

• Bonus
• Benefits
• Related incentives

Company Overview

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