Job Description
Job Description
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 You'll 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 our notifications platform for (human) agents & admins, in addition to defining products that ensure human agents are accountable to adhere/meet their KPIs around their customer service performance.
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
Develop and deliver specialized and inspiring product leadership to stakeholders, customers, and counterparts around moving our product experiences forward
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
Develop and articulate compelling roadmaps and strategies for your domain, informed by customer needs, key personas, market trends, and business objectives.
Engage directly with key our broad set of external customers to gather requirements and feedback for your product area
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 the Product Management org at Zendesk
Share your subject matter expertise, and build knowledge / empathy across the business for your product domain
Qualifications
Bachelor's degree in Computer Science, or a related field
5+ years of experience in product management, with a track record of launching AI products in the B2B SaaS space
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 evolving a customer service platform in a world where AI/automation is prolific
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.
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…