Senior Certification and LMS Administration Specialist
Zendesk · Illinois, United States
- Hybrid
- Full-time
- $196,000 / year
- Illinois, United States
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Job highlights
- Lead global certification programs and LMS infrastructure.
- Develop strategic vision and roadmap for Zendesk Academy.
- Optimize certification lifecycle and operations globally.
- Manage LMS systems, integrations, and learner experience.
- Drive data-driven improvements and program evolution.
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
- Certification Program Management
- LMS Administration
- Customer Education
- B2B SaaS
- Global Operations
- Process Automation
- Data Analysis & Reporting
- Cross-functional Collaboration
- Vendor Management
- Learning Technology
Skills & topics
- LMS Administration
- Certification Programs
- Customer Education
- B2B SaaS
- Learning Technology
- Global Operations
- Process Automation
- Data Analysis
- Cross-functional Collaboration
- Vendor Management
- Zendesk
- Customer Experience
- Enablement
- Instructional Design
- SaaS
How to get hired
- Tailor your resume: Highlight your 5+ years of customer education experience and 2+ years in global LMS/certification management, using keywords from the job description.
- Showcase builder DNA: Emphasize your ability to design, scale, and automate processes, especially in ambiguous environments.
- Demonstrate collaboration: Provide examples of successful cross-functional partnerships to achieve business-aligned education goals.
- Prepare for technical questions: Be ready to discuss your deep knowledge of LMS platforms, automation tools, and vendor management.
- Articulate customer focus: Share your passion for learner success and impactful education delivery.
Technical preparation
Master LMS platform features and administration.,Understand integration capabilities with other systems.,Prepare to discuss automation tools and processes.,Familiarize with data analytics and reporting tools.
Behavioral questions
Describe building processes from scratch.,Share an example of cross-functional partnership.,How do you champion learner success?,How do you handle ambiguous situations?
Frequently asked questions
- What are the key responsibilities for the Senior Certification and LMS Administration Specialist at Zendesk?
- The Senior Certification and LMS Administration Specialist at Zendesk will be responsible for developing the strategic vision and roadmap for global certification programs, managing the LMS infrastructure, optimizing certification lifecycle operations, and ensuring platform reliability for a seamless learner experience. This role also involves driving cross-functional collaboration, defining and reporting on key performance metrics, and staying updated on market trends.
- What experience is required for the Senior Certification and LMS Administration Specialist role at Zendesk?
- Zendesk requires at least 5 years of experience in Customer Education or Enablement within B2B SaaS, with a minimum of 2 years specifically managing certification programs or LMS operations on a global scale. A proven ability to design, scale, and automate processes, strong cross-functional collaboration skills, deep knowledge of LMS platforms and automation tools, and a passion for learner success are also essential.
- How does Zendesk approach hybrid work for this Senior Certification and LMS Administration Specialist role?
- Zendesk offers a hybrid work model, allowing employees to connect, collaborate, and learn in person at their offices worldwide for part of the week, while also providing the flexibility to work remotely for the remainder. This approach aims to foster both purposeful in-person interaction and individual flexibility.
- What is the salary range for the Senior Certification and LMS Administration Specialist position at Zendesk in the US?
- The US annualized base salary range for this position at Zendesk is $130,000.00 to $196,000.00. This range reflects the base salary only and does not include potential bonuses, benefits, or related incentives. The final offer will be based on factors such as job-related capabilities, experience, and work location.
- Can AI be used in the application screening process for the Senior Certification and LMS Administration Specialist role at Zendesk?
- Yes, Zendesk may use artificial intelligence (AI) or automated decision systems to screen or evaluate applications for this position, in accordance with company guidelines and applicable law. Applicants should be aware that AI may be part of the initial review process.
- What kind of impact can I expect to make as a Senior Certification and LMS Administration Specialist at Zendesk?