Senior Certification and LMS Administration Specialist
Zendesk · Oklahoma, United States
- Hybrid
- Full-time
- $196,000 / year
- Oklahoma, United States
Job highlights
- Lead global certification program strategy and roadmap.
- Manage LMS systems and integrations for seamless experience.
- Drive operational excellence through automation and standardization.
- Report on key metrics for program improvement.
- Reimagine credential offerings for diverse audiences.
About the role
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 performance metrics including adoption, renewal compliance, learner engagement, and certification impact to inform data-driven improvements and strategic roadmap planning.
- Collect and integrate LMS and system data to support accurate, reliable measurement and reporting of program effectiveness.
- 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.
What You Bring
- Experience: 5+ years in Customer Education or Enablement within B2B SaaS, including 2+ years managing certification programs or LMS operations on a global scale.
- Operational Excellence & Builder DNA: Proven ability to design, scale, and automate global certification programs and LMS infrastructure, thriving in ambiguity to build scalable processes from scratch.
- Cross-functional Collaboration: Skilled at partnering cross-functionally to deliver unified, business-aligned education experiences.
- Technology & Support: Deep knowledge of LMS platforms, automation tools, vendor management, and managing learner support workflows to optimize efficiency.
- Customer Focus: Passionate about learner success and delivering accessible, impactful education experiences to a global audience.
- Communication: Strong verbal and written skills with the ability to convey program value and impact across organizational levels.
Key skills/competency
- Learning Management System (LMS)
- Certification Programs
- Customer Education
- B2B SaaS
- Program Management
- Operational Excellence
- Automation
- Data Analysis
- Cross-functional Collaboration
- Vendor Management
Skills & topics
- LMS Administration
- Certification Program Management
- Customer Education
- B2B SaaS
- Program Strategy
- Operational Excellence
- Automation
- Data Analysis
- Cross-functional Collaboration
- Vendor Management
- Learning Technology
- SaaS
- Customer Success
- Enablement
- Global Programs
How to get hired
- Tailor your resume: Highlight your 5+ years in customer education, 2+ years in global LMS/certification management, and B2B SaaS experience.
- Showcase builder DNA: Emphasize your ability to scale, automate, and thrive in ambiguous environments when designing programs and infrastructure.
- Quantify achievements: Provide data on how your initiatives improved skill validation, product adoption, or customer satisfaction.
- Prepare for behavioral questions: Be ready to discuss cross-functional collaboration, learner success focus, and communication skills.
- Understand Zendesk's culture: Research their mission, hybrid work model, and commitment to DEI and AI in hiring.
Technical preparation
Master LMS administration features and integrations.,Familiarize with certification exam delivery platforms.,Understand data analysis and reporting tools.,Explore automation techniques for credential issuance.
Behavioral questions
Describe a time you built a program from scratch.,How do you collaborate across departments effectively?,Share an example of prioritizing learner success.,How do you handle ambiguity in a role?
Frequently asked questions
- What is the base salary range for the Senior Certification and LMS Administration Specialist role at Zendesk?
- The US annualized base salary range for this position is $130,000.00 - $196,000.00. Actual offers will be based on factors like experience, capabilities, and work location. This range reflects base salary only and does not include potential bonuses, benefits, or incentives.
- Does Zendesk use AI for application screening for this Senior Certification and LMS Administration Specialist position?
- Yes, Zendesk may use AI or automated decision systems to screen or evaluate applications for this position, in accordance with company guidelines and applicable law. This is part of their commitment to fairness and transparency.
- What is the work arrangement for the Senior Certification and LMS Administration Specialist role at Zendesk?
- Zendesk offers a hybrid work model. This means you'll have the flexibility to work remotely for part of the week, while also coming into one of their global offices to connect, collaborate, and learn.
- What specific experience is required for the Senior Certification and LMS Administration Specialist position?
- The role requires 5+ years of experience in Customer Education or Enablement within B2B SaaS. Additionally, at least 2 years of experience managing certification programs or LMS operations on a global scale is necessary.
- How does Zendesk support diversity, equity, and inclusion for the Senior Certification and LMS Administration Specialist role?
- Zendesk is committed to fostering global diversity, equity, and inclusion. They consider all applicants without regard to race, color, religion, national origin, age, sex, gender, sexual orientation, disability, veteran status, or any other protected characteristic. They also provide reasonable accommodations for applicants with disabilities.
- What are the key responsibilities of the Senior Certification and LMS Administration Specialist at Zendesk?
- Key responsibilities include developing the strategic vision for global certification programs, managing LMS systems and integrations, driving operational excellence through automation, defining and reporting on key performance metrics, and reimagining credential offerings.
- What skills should I highlight for the Senior Certification and LMS Administration Specialist role at Zendesk?
- Highlight experience in Customer Education or Enablement within B2B SaaS, global certification program management or LMS operations, operational excellence, automation skills, cross-functional collaboration, technology proficiency (LMS, automation tools), and strong communication skills.