Sales Operations Specialist

Zendesk is a rapidly growing company with an amazing culture. As a Sales Operations Specialist, you will be the analytical and strategic partner for the North America and LATAM Sales Development Leadership team, driving efficiency and strategic impact across the regions.

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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