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Job Description Note***: This is a hybrid role, combining remote and on-site work, requiring 3 days in the office, and relocation to Pune. Job Description Zendesk is a global leader in customer service and employee service software, renowned for its powerful yet user-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 help define the future of the global admin experience for all Zendesk products. This PM will define, execute, and iterate on building products that empower all Zendesk administrators with AI-driven insights on what capabilities they need to setup, configure, and tune, in order to optimize their customer experience outcomes. What You'll Do Zendesk is looking for an innovative and passionate product manager to drive product development for Zendesk’s Admin Center. This leader will be critical in defining the strategy, vision, and roadmap around the admin experience for all existing and future customers, while collaborating with cross-functional teams to drive growth and customer success. You will be responsible for working with our 130k+ customers to understand how they configure their Zendesk instance, craft a future world on how it could be better, and execute on it relentlessly. You’ll work cross-functionally with partners across product and engineering, design, go-to-market, data science, and program management to plan our growth and 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 that significantly impacted adoption and productivity metrics across tens of thousands of customers. Key Responsibilities Provide specialised and inspiring product leadership to stakeholders, customers and counterparts as we bolster our offerings for this segment. Collaborate closely with engineering, product design, marketing, customer success, sales, data science, program management, documentation, and legal teams to enhance existing admin experience offerings, and build 0-1 functionality in this space Develop and articulate compelling roadmaps and strategies for the Zendesk Admin Center, informed by customer needs, key personas, market trends, and business objectives. Engage directly with our broad set of external customers, and internal stakeholders contributing into the admin experience, to gather requirements and feedback. Own and drive key performance indicators (KPIs) related to product delivery, customer satisfaction, and business impact. Cultivate a culture of product excellence, fostering innovation and customer-centricity within Product Management. Share your subject matter expertise and build knowledge and empathy across the business for the needs of this specific market. Qualifications Bachelor's degree in Computer Science, or a related field. 5+ years of experience in product management, ideally in a B2B landscape Proven track record of delivering successful products in a SaaS environment. Strong technical acumen with the ability to interface effectively with customers, engineering teams and design teams. Exceptional leadership skills with demonstrated experience in leading specialized, cross-functional teams. Excellent communication and presentation skills, both written and verbal, with the ability to articulate complex solutions clearly. Ability to think strategically about the challenges specific to the SaaS administrator persona and execute methodically. Strong analytical and problem-solving skills with a focus on key metrics and user behavior. This role is a rare opportunity to drive major customer and business outcomes in a high-growth environment. If you're passionate about building great products, we'd love to hear from you. Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request. Show more Show less
