Manager, BI & Analytics

Job description

Manager, BI & Analytics What you’ll be doing:

At Zendesk, we believe that data should empower teams to make better, faster decisions.

We’re looking for a BI & Analytics Manager to lead the team responsible for building, maintaining, enhancing and when appropriate, retiring, our dashboard assets across the company.

This role sits at the intersection of people leadership, technical execution, and stakeholder partnership—driving high-quality data products that unlock data & insights for our business.

• Lead and Grow a Team: Manage, coach, and develop a team of BI developers and analysts, fostering a culture of collaboration, technical excellence, and continuous learning.
  
  
• Deliver Trusted Dashboards: Oversee the design, development, and governance of dashboards and self‑service analytics in Looker and Tableau, ensuring assets are scalable, reliable, and easy to use.
  
  
• Bridge the Stack: Maintain, troubleshoot and make edits to the data layer (we use Snowflake and dbt), as we enhance our dashboard assets.
  
  
• Enable the Business: Work with stakeholders across the business to understand reporting needs, translate them into requirements, and deliver solutions that drive action.
  
  
• Drive Standards: Establish best practices for dashboard development, documentation, support, and governance to ensure consistency and trust in data.
  
  
• Strategic Impact: Identify opportunities to improve the BI landscape, introduce innovation, improve operational scale, reduce duplication, and enhance self‑service capabilities across the company.
  
  

• Proven Leadership: Experience leading and managing BI teams, with a track record of hiring, coaching, and developing talent.
  
  Operate with a Player/Coach mindset.
  
  
• BI Expertise: Deep hands‑on experience with Looker and/or Tableau, with the ability to guide the team in best practices using Agile methods, including Data/BI Architectures for scalability, and UI/UX for usability.
  
  
• Data Curation Experience: Strong knowledge of SQL and the modern data stack.
  
  Knowledge of Snowflake, dbt & Airflow is strongly preferred.
  
  
• SaaS Understanding: Familiarity with SaaS business models and key performance metrics (e.g., ARR, churn, retention, expansion, pipeline, and customer health), with the ability to translate these into meaningful BI assets.
  
  
• Business Acumen: Understands business functions (.e.g Marketing, Sales, Finance,etc.) with ability to partner with stakeholders, translate business questions into data solutions, and communicate insights effectively.
  
  
• Curiosity: You are self‑motivated and unafraid to ask questions in order to learn and grow.
  
  
• Collaboration: Strong interpersonal and communication skills with a knack for building trust across technical and non‑technical audiences.
  
  Ability to influence stakeholders in achieving company goals.
  
  

• Background in a quantitative and/or business field, such as business analytics, economics, applied mathematics, statistics.
  
  A degree (BS/BA or equivalent experience) is preferred.
  
  

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week.

This role must attend our local office for part of the week.

The specific in‑office schedule is to be determined by the hiring manager.

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.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace.

Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

We are an AA/EEO/Veterans/Disabled employer.

If you are based in the United States and would like more information about your EEO rights under the law, please click here .

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law.

If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre‑employment testing, or otherwise participate in the employee selection process, please send an e‑mail to with your specific accommodation request.

Required Skill Profession

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