Zendesk is a global leader in AI-first customer service and employee service software, renowned for its powerful yet customer-friendly solutions. At Zendesk, we believe in building better customer relationships through our suite of products that are smart, flexible, and reliable.
We have a rare opportunity for a seasoned product manager to drive the evolution of our product experiences at Zendesk. This PM will define, execute, and iterate on building AI-augmented products that empower our billions of end-users, millions of agents, and thousands of admins to be able to give and receive world class service on Zendesk.
What Youll Do
Zendesk is looking for an innovative and passionate product manager to drive product development product experiences at Zendesk. This leader will be critical in defining the strategy, vision, and roadmap around product accessibility for all existing and future customers, while providing internal stakeholders in product development (engineers/designers) with the AI-first tooling to ensure that they build accessible experiences for all surface areas quickly and easily.
You will be responsible for working with our 130k+ customers to understand the bottlenecks and pain points they (and their customers) run into when it comes to providing customer service , and designing/launching scalable solutions to empower them. You ll work cross-functionally with partners across product and engineering, design, go-to-market, data science, and program management to plan and execute on our product development goals.
This role requires deep technical expertise in SaaS Product Development, AI/ML products, and customer-centric delivery. The ideal candidate has led initiatives in the past that have significantly impacted adoption and productivity metrics across tens of thousands of customers.
Key Responsibilities
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Develop and deliver specialized and inspiring product leadership to stakeholders, customers, and counterparts around moving our product experiences forward
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Collaborate closely with engineering, product design, marketing, customer success, sales, data science, program management, documentation, and legal teams to enhance existing product experiences, and build 0-1 functionality in this space
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Develop and articulate compelling roadmaps and strategies for your domain, informed by customer needs, key personas, market trends, and business objectives.
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Engage directly with key our broad set of external customers to gather requirements and feedback for your product area
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Own and drive key performance indicators (KPIs) related to product delivery, customer satisfaction, and business impact
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Cultivate a culture of product excellence, fostering innovation and customer-centricity within the Product Management org at Zendesk
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Share your subject matter expertise, and build knowledge / empathy across the business for your product domain
Qualifications
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Bachelors degree in Computer Science, or a related field
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5+ years of experience in product management, with a track record of launching AI products in the B2B SaaS space
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Strong technical acumen with the ability to interface effectively with customers, engineering teams and design teams.
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Exceptional leadership skills with demonstrated experience in leading specialized, cross-functional teams.
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Excellent communication and presentation skills, both written and verbal, with the ability to articulate complex solutions clearly.
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Ability to think strategically about the challenges specific to evolving a customer service platform in a world where AI/automation is prolific
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Strong analytical and problem-solving skills with a focus on key metrics and user behavior.
