Job Description

Senior Certification and LMS Administration Specialist

Zendesk’s Digital CX team is redefining how customers connect, learn, and grow by pioneering innovative, scalable, and personalized learning experiences through Zendesk Academy. We are seeking a strategic, hands-on Senior Certification and LMS Administration Specialist to lead and scale Zendesk’s global certification programs, manage the LMS infrastructure, and deliver data-driven learning experiences designed for prospects, customers, and partners. This role is critical in shaping Zendesk’s multi-audience certification program by re-imagining certifications in an AI and practitioner-first world, while ensuring operational excellence across our LMS and learning technology ecosystem.

This cross-functional role is responsible for governing and optimizing a scalable certification and learning platform infrastructure that drives measurable improvements in skill validation, product adoption, customer satisfaction, and gross retention rate (GRR) across our global community. By building and maintaining this foundational infrastructure, the role supports Zendesk’s continued growth and long-term customer success.

What you’ll do

Develop and drive the strategic vision and roadmap for Zendesk’s global certification programs in partnership with Product, Instructional Design, Partners, and Customer Success, without direct content creation responsibility.
Own and optimize all certification lifecycle operations, including exam delivery, renewals, vendor management, and program governance.
Champions cross-functional efforts to define, identify, and measure targeted certification engagement campaigns and initiatives that drive awareness and demand.
Manage LMS systems and integrations, ensuring user permissions, ticketing, data integrity, and platform reliability for a seamless learner experience.
Lead operational excellence through standardized processes and automation such as credential issuance, renewal reminders, and AI-driven support to enhance scalability and reduce manual effort.
Define, monitor, and report key metrics including adoption, renewal compliance, learner engagement, and certification impact to guide data-driven improvements and roadmap planning.
Engage Zendesk Academy learners for feedback to foster continuous program evolution.
Stay ahead of certification and LMS market trends to proactively refine strategy and prioritize roadmap initiatives.
Reimagine credential offerings to maximize business impact and meet the needs of a diverse global audience.

The ideal candidate

Operational excellence with a builder mentality, thriving in ambiguity and adept at creating scalable, repeatable processes from the ground up.
Strategic thinker passionate about continuously innovating and improving certification programs to maximize business impact across diverse global audiences.
Customer-obsessed, with a strong commitment to delivering accessible, motivating, and impactful learning experiences for learners worldwide.
Strong cross-functional collaborator who proactively drives alignment and partnership across multiple teams to ensure business goals are met.
Data-fluent and analytical, skilled at defining, monitoring, and leveraging key performance metrics to drive continuous program enhancements and influence roadmaps.

Basic Qualifications

5+ years in Customer Education or Enablement within B2B SaaS, including 2+ years managing certification programs or LMS operations on a global scale.
Proven ability to design, scale, and automate certification programs and LMS infrastructure with a strong operational focus.
Strong technical knowledge of LMS platforms, automation tools, vendor management, ticketing systems, and learner support processes.
Demonstrated ability to collaborate cross-functionally with Product, Instructional Design, Partners, Marketing, and Customer Success teams.
Excellent verbal and written communication skills to clearly convey program value and engage stakeholders at all levels.

Optional/nice-to-have qualifications:

Experience integrating or leveraging AI-powered tools and automation to enhance learning or certification programs.
Familiarity with managing certification or education programs in multilingual, multicultural environments.
Background partnering with community teams to incorporate social and peer-driven learning engagement into certification initiatives.
Knowledge of adult learning principles specific to credentialing and formal education settings.
Experience with advanced LMS systems, including customization and complex integrations.

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. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

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 [email protected] with your specific accommodation request.

The US annualized base salary range for this position is $130,000.00-$196,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.