Senior Certification and LMS Administration Specialist

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

• Certification Program Management
• LMS Administration
• Customer Education
• B2B SaaS
• Global Operations
• Process Automation
• Data Analysis & Reporting
• Cross-functional Collaboration
• Vendor Management
• Learning Technology