Overview
Manager, BI & Analytics at Zendesk.
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.
What You'll Be Doing
- 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 edit the data layer (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.
What You’ll Bring To The Role
- 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) 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.
Qualifications
- 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 to provide onsite collaboration and connection while allowing some remote work.
The in-office schedule is determined by the hiring manager.
Company Information
Zendesk believes in offering a fulfilling and inclusive experience.
We embrace a hybrid work model and aim to enable collaboration across global offices while allowing flexibility to work remotely part of the week.
We are committed to fairness and transparency in our hiring process, and may use AI or automated decision systems to screen applications in accordance with applicable law.
Zendesk is an equal opportunity employer committed to diversity, equity, and inclusion.
We do not discriminate based on race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, disability, veteran status, or any other characteristic protected by law.
We provide reasonable accommodations for applicants with disabilities upon request.
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