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Senior Data Quality Specialist

2 months ago

Manila, National Capital Region, Philippines Zendesk Full time

By clicking "Apply Now," I understand and agree that Zendesk and its affiliates will collect and process my information in accordance with Zendesk's Candidate Privacy Notice.


Job Description

Are you an experienced Senior Data Quality Specialist looking for a new challenge? Join our team at Zendesk in the Philippines and become a part of our world-class team, contributing to our global operations. As a Senior Data Quality Specialist, you will have the opportunity to collaborate with a group of individuals who consistently demonstrate strong work behaviors and ensure impeccable data quality in our CRM instance. You will also be the Data SME for key areas of SFDC including Accounts, Contacts, Leads, Opportunities etc.

What You'll Be Doing:

  • Primary responsibility is to troubleshoot and provide timely resolution for escalations / issues raised by the Field around CRM Data Quality issues. Provide leadership reporting & metrics for data quality related tickets and fix root cause for recurring issues
  • Drive and maintain consistent customer data standards for core CRM datasets like Accounts (Company), Contacts, Opportunities, etc.
  • Apply third-party reference data (trusted sources) like D&B, ZoomInfo, Clearbit etc., to sustain high levels of data quality and completeness
  • Closely partner with Regional Operations and GTM teams across multiple timezones to define data needs & quality requirements that align with regional stakeholders
  • Follow a holistic approach (people, process, technology, data) to ensure clean and trusted data is consumed from various source systems on an ongoing basis
  • Support Customer Data Domain Owner with defining and documenting data quality processes, rules, and metrics in Zendesk Data Catalog (Business Glossary, Data Dictionary) as part of daily operations and procedures
  • Build trusted relationships with business leaders and regional stakeholders, and communicate the prioritized data quality roadmap, business outcomes expected, success criteria & overall progress on a regular basis
  • Facilitate trade-off discussions between various stakeholders (e.g. Regional GTM Ops, Finance, Security, Privacy, Data Governance, & IT), while maintaining northstar alignment on what's best for Zendesk and our customers
  • Develop, direct and execute operational excellence / process improvement initiatives (e.g., dispute to resolution) to drive effective execution across business operations initiatives
  • Define & develop a CRM Data Quality dashboard in partnership with IT, with success metrics & KPIs to measure effectiveness of data quality activities

What You Bring to the Role:

  • BS/BA degree required, preferably in Data Analytics, Data Sciences, Business or Tech.
  • 5+ years expertise in SQL queries, data analysis, creating formulas, pivots & other data processing using Excel, Google Sheets etc
  • Demonstrated knowledge or experience working with CRM & associated data tools (Dataloader, Demandtools, Openprise etc.)
  • Demonstrated ability as a data steward, in an organization with cross-functional CRM data governance, management, and data quality operations (including Privacy, Opt-out, Do-not-contact checks)
  • Experience needed in an operational support function for GTM / Sales teams
  • Basic understanding of customer data tools and data enrichment solutions (incl.company firmographics, data standardization, regional data nuances etc.)
  • Basic understanding of Sales funnel and operations best practices (like account creation & assignment, territory assignment, sales planning, opportunity mgmt, lead routing etc.), and how changes to data impact processes and GTM teams
  • Innovative strategist with excellent communication and presentation abilities.

#LI-MJ1

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.

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.

About Zendesk - Champions of Customer Service

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you're collaborating from your home office, a Zendesk workspace, or the kitchen table, you're part of one team at Zendesk.

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