Principal Analyst Workforce & Service Performance

The principal analyst sets standards and leads advanced analytics and automation across Workforce Management (WFM) and Quality Assurance (QA) for multiple teams within the Zendesk organization. They solve unique, complex, and ambiguous problems with broad business impact, driving change through data, models, experiments, and frameworks. The role operates with high autonomy, determining methods and procedures on new or special assignments and shaping WSP direction through recommendations, standards, and measurable outcomes.

• Strategy Shaping & Standards
  • Translate business goals into WFM/QA analytical roadmaps, standards, and reference models adopted across teams.
  • Produce playbooks for forecasting, capacity, intraday, and backlog management; build QA scorecards and calibration guides; define metrics/data; and set governance rules.
  • Establish experimentation standards (A/B, quasi-experimental, t...