Senior Product Manager - AI & SaaS Customer Service Products

Senior Product Manager

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 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.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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.

Experience Level

Senior Level