Principal Product Manager

Job Description

We are seeking a Principal Product Manager to drive strategy and execution for our Employee Services product line. This high-impact role will lead product analytics, outbound product strategy, and the Customer 0 initiative (Zendesk on Zendesk for Employee Services). You’ll shape how we measure success, showcase the impact of Zendesk ES internally, and evangelize the vision externally with customers and partners.

What You’ll Do

Product Analytics & Insights

• Define KPIs and success metrics for the ES portfolio, focusing on adoption, engagement, and employee experience outcomes.

• Partner with data science, engineering, and product teams to uncover actionable insights and drive roadmap decisions.

• Provide executive-level reporting on ES product performance and value delivered

​Outbound Product Leadership

• Serve as the voice of Employee Services in the market—engaging with customers, analysts, and industry communities.

• Partner with Sales, Marketing, and Customer Success to craft compelling narratives that demonstrate the impact of ES.

• Gather market feedback and customer insights to refine positioning and guide long-term strategy.

Customer 0 (Zendesk on Zendesk – ES Focus)

• Lead Zendesk’s internal adoption of ES products to support our own HR, IT, and employee-facing teams.

• Create a living proof-point by showcasing Zendesk’s ES journey to prospects and customers.

• Share outcomes, learnings, and best practices that highlight the value of ES in real-world employee support scenarios.

What We’re Looking For

• 10+ years of product management experience, with 3+ years at the principal or senior leadership level.

• Proven expertise in product analytics and data-driven decision-making.

• Strong outbound skills with the ability to evangelize products externally and influence C-level stakeholders.

• Experience leading internal adoption (Customer 0) programs or driving product-led transformation initiatives.

• Deep passion for employee experience and enterprise SaaS, ideally with exposure to HR, IT, or workplace productivity solutions.

• Strong ability to navigate ambiguity, align stakeholders, and drive outcomes in fast-paced environments.

Why You’ll Love This Role

• You’ll be shaping the future of Zendesk Employee Services, a high-growth area of our business.

• You’ll drive both internal impact (Customer 0) and external influence (outbound market presence).

• You’ll have a direct hand in building the future of how employees experience work.

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.

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.