Shawna James
Product Operations Lead @Zendesk
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WORK HISTORY
Product Operations Lead @Zendesk
I lead business transformation programs that drive operational scale, product launch readiness, and cross-functional alignment. I specialize in building scalable systems with AI, automating complex workflows, and translating customer and operational feedback into data-backed product decisions. Own the end to end Zendesk EAP Program covering 20+ EAPs per year. Oversaw the design and implementation of an in product EAP experience for Zendesk Admins, and the Zendesk Community EAP activation.I support our Global Customer Advisory Board program for product led content, closed feedback loops, and XFN relationship management across GTM, Sales, Product, and Marketing.
EDUCATION
Boston University
Bachelor of Fine Arts - BFA, Drama and Dramatics/Theatre Arts, General
SKILLS
ABOUT SHAWNA JAMES
I leave tools, people, and processes better than I found themCreative storyteller and data-driven with over 5+ years experience in project and program management with an emphasis in operational improvement strategies. Seasoned in global business transformation and operational management; with a specialties in digital community, product, and communications. In all spaces, I build a culture of collaboration and teamwork by assuming positive intent and operating with a growth mindset.
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