Serve as the primary Zendesk subject-matter expert for Support Operations: configure workflows, triggers, automations, SLAs, and reporting; gather and translate business requirements; design integrations and solutions; ensure governance, security, and change management; collaborate cross-functionally and support adoption of Zendesk AI capabilities.

Monitor and manage live production workflows using multiple systems and dashboards, make real-time capacity decisions, escalate and communicate incidents, analyze performance trends, create recovery plans and documentation, and train/mentor operations staff to improve processes and service delivery.