Professional Services Resource Manager (P-10)

Zendesk helps companies build better relationships with their customers through exceptional products and teams. Our global Qualified 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.

Manage project demand: Monitor the services opportunity pipeline and upcoming work to anticipate project setup needs and resource demand.

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.

Assign resources to project roles in partnership with delivery leads and project managers, balancing customer needs, skills, availability, and business priorities.

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.

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.

Apply tools such as ChatGPT, Claude, Codex, and Gemini to build or use skills, projects, and other workflows; select appropriate models and intelligence levels; 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.

Evaluate AI-enabled process improvements, measure their impact on speed and quality,



and help incorporate successful changes into standard workflows.

Help ensure project plans, resource forecasts, and time-related information accurately reflect the work being delivered.

Develop trusted working relationships with Professional Services delivery leaders and team members, communicating clearly and resolving competing priorities constructively.

Contribute to broader initiatives that make Professional Services operations more consistent, efficient, and scalable.

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.

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.

A track record of simplifying processes and helping teams adopt more efficient ways of working, including identifying opportunities for automation.

A customer-focused, resourceful approach and a commitment to helping teams deliver successful engagements.

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.

Experience with Excel and one or more of Salesforce (SFDC), Snowflake, Streamlit, or Gainsight.

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.

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.

The Intelligent Heart Of Customer Experience

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [HIDDEN TEXT] with your specific accommodation request.

📌 Resource Manager Fully Remote (Pune)
🏢 Zendesk
📍 Pune