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Job description
Location: Pune Department: Operations
Zendesk helps companies build better relationships with their customers through exceptional products and teams. Our global Professional Services team delivers a range of services to onboard our customers quickly and easily and ensure they derive value on an ongoing basis.
The Resource Manager helps create successful customer engagement by ensuring the right people are assigned to the right projects at the right time. This role partners closely with delivery leaders, engagement managers, and internal teams to turn project demand into clear, accurate plans and resource assignments. It also helps modernise how we work by using AI and automation to simplify project creation, improve assignment speed, and reduce repetitive administration.
What you'll be doing:
Manage project demand: Monitor the services opportunity pipeline and upcoming work to anticipate project setup needs and resource demand.
Validate requirements: Partner with sales, delivery leaders, and project managers to confirm project scope, timing, roles, skills, and staffing requirements.
Create and maintain projects: Set up projects in the PSA platform, keeping project details, roles, forecasts, and resource plans accurate as scope or timing changes.
Coordinate resource assignments: Assign resources to project roles in partnership with delivery leads and project managers, balancing customer needs, skills, availability, and business priorities.
Improve assignment decisions: Use capacity and demand data to identify constraints, surface conflicts, and recommend resource changes or additional staffing.
Support capacity planning: Work with Senior Resource Managers to maintain visibility into resource capacity, demand forecasts, utilization, and staffing risks.
Advance AI-enabled workflows: Identify and implement opportunities to use AI and automation to simplify project creation and resource assignment,for example, preparing project records, matching skills to roles, surfacing staffing options, and flagging missing or inconsistent information.
Use AI tools thoughtfully: Apply tools such as ChatGPT, Claude, Codex, and Gemini to build or use skills, projects, and other workflows; select appropriate models and intelligence levels; and review AI-generated outputs for accuracy and sound judgment.
Connect systems and data: Help explore integrations and workflows across tools such as Salesforce, Certinia, Snowflake, Streamlit, and Gainsight, in partnership with technical teams as needed.
Test and refine solutions: Evaluate AI-enabled process improvements, measure their impact on speed and quality, and help incorporate successful changes into standard workflows.
Support utilization and time processes: Help ensure project plans, resource forecasts, and time-related information accurately reflect the work being delivered.
Build strong partnerships: Develop trusted working relationships with Professional Services delivery leaders and team members, communicating clearly and resolving competing priorities constructively.
Improve processes: Contribute to broader initiatives that make Professional Services operations more consistent, efficient, and scalable.
What you bring to the role:
Basic Qualifications:
Experience: 2–4 years of resource management, project coordination, or project management experience, ideally at a technology company or consultancy.
PSA experience: Experience using a Professional Services Automation or resource management platform for project setup, staffing, and assignments. Certinia (formerly FinancialForce) experience is preferred; experience with comparable tools is also valuable. Certinia administration experience is a plus.
AI tools and workflows: Hands-on experience using generative AI tools such as ChatGPT, Claude, Codex, or Gemini to improve work processes. You understand how to choose a suitable model or intelligence level and can review outputs for accuracy and relevance.
Practical AI building experience: Experience creating or using ChatGPT skills, projects, or comparable reusable AI workflows to support repeatable tasks.
Process improvement: A track record of simplifying processes and helping teams adopt more efficient ways of working, including identifying opportunities for automation.
Communication: Clear, concise verbal and written communication skills, with the ability to work effectively across teams.
Partnership and influence: Strong interpersonal skills and the ability to build trust, negotiate priorities, and resolve conflicts.
Organisation and judgment: Strong attention to detail, sound problem-solving skills, and the ability to manage multiple priorities in a changing environment.
Service orientation: A customer-focused, resourceful approach and a commitment to helping teams deliver successful engagements.
Preferred Qualifications:
Technical fluency: General familiarity with JSON and Python, sufficient to understand how data and simple scripts can support workflow improvements. Experience with APIs, MCP (Model Context Protocol), or connecting AI tools with business systems and data.
Business and analytics tools: Experience with Excel and one or more of Salesforce (SFDC), Snowflake, Streamlit, or Gainsight.
Workflow experimentation: Experience building and evaluating new tools or workflows, measuring their impact, and helping teams adopt effective solutions.
Resource operations: Familiarity with resource planning, utilisation, capacity forecasting, or Professional Services delivery operations.
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