Sharmae J.
Senior Operations Manager
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About
Sharmae J. is an experienced Operations Manager with over 10 years supporting business operations, process improvement, and workflow management in both remote and office-based work environments. At Zendesk, Sharmae J. managed a team of 10–12 professionals in North America SMB Renewals, driving operational consistency, enhancing report visibility through CRM tracking, and supporting cross-functional coordination in a fast-paced remote setting. Previously, at ServiceSource (acquired by Concentrix), she led teams of 11–15 employees, overseeing end-to-end workflow execution, monitoring performance metrics, and implementing action plans for efficiency gains. Her expertise spans software, SaaS renewals, and business operations, leveraging tools such as Salesforce CRM and Zendesk to improve productivity and support strategic initiatives.
Experience
Manager, North America SMB Renewals
Zendesk · 2025 — 2026Managed a remote team of 10–12 professionals, ensuring alignment with performance expectations and operational priorities. Supervised daily workflows and overall team productivity to maintain business continuity and service delivery. Enhanced internal visibility and reporting through structured CRM tracking and process management. Engaged with internal stakeholders to address potential risks and align execution priorities. Contributed to team development and performance management in a dynamic remote environment. Participated in strategic planning sessions for US Sales Kickoff (SKO) and global leadership.Associate Manager / Renewal Manager
ServiceSource (Acquired by Concentrix) · 2018 — 2025Oversaw a team of 11–15 employees in both office and remote/hybrid settings, concentrating on operational execution and accountability. Directed end-to-end processes, ensuring timely task completion and consistency in service delivery. Analyzed performance metrics to identify inefficiencies and implemented corrective action plans. Worked with cross-functional teams to enhance internal processes and resolve operational challenges. Utilized CRM and operational tools to improve reporting visibility and team productivity. Fostered a results-oriented team culture focused on high performance and adaptability.
Skills & Expertise
Education
- Bachelor of Science in Hotel and Restaurant ManagementUniversity of Perpetual Help System DALTA · 2006 — 2010
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