Senior Product Manager

Job Description

At Zendesk, our team is continually reimagining the future of exceptional software for customers around the globe. In light of the ongoing AI revolution, we are transforming the customer experience (CX) landscape by harnessing cutting-edge technologies. We recognize that this industry is ripe for disruption, with roles evolving, new functions emerging, and many manual tasks being automated, allowing humans to focus on more meaningful work. Over the past few years, we have successfully navigated this transformation, and we understand that building outstanding products requires an extraordinary team. That’s why we are seeking a Senior Product Manager who thrives on tackling complex challenges to join us in shaping our vision. Does this resonate with you? If so, we invite you to read on!

About the Role:

Our team empowers CX leaders to evaluate and improve the quality of every customer interaction. Using the latest advances in AI and ML, we are redefining QA as an automated, scalable, and actionable capability for modern support organizations.

As a Senior Product Manager, you will own the roadmap for your product area within the Zendesk QA solution space. You’ll partner with engineering, design, and data science to deliver high-impact capabilities that scale globally, while helping customers drive satisfaction, efficiency, and compliance.

What You’ll Do:

• Define and execute the strategy for your product area in the QA portfolio.

• Collaborate across teams to deliver high-quality, AI-driven solutions.

• Drive adoption and customer value through clear metrics and outcomes.

• Engage with customers and stakeholders to align QA solutions with real-world needs.

• This is a high-impact role shaping the future of QA in an AI-first customer support world.

• Play a key role in Zendesk's mission to champion customer-facing teams by defining and delivering features that support our customers and contribute to our most meaningful business goals

What You Bring:

• 4+ years of Product Management experience, primarily in a fast-paced, agile software development environment

• Strong prioritization skills and the ability to assess the impact of decisions on customers and the business

• Proven experience in utilizing qualitative and quantitative research to inform product roadmaps

• Ability to balance long-term strategic vision with the delivery of incremental value to customers

• Self-motivated and dedicated, with the ability to work independently and manage competing priorities

• Exceptional problem-solving skills and adaptability to changing circumstances

• Excellent written and verbal communication skills tailored to diverse audiences, including customers, engineering teams, marketing, program management, and executives

• A strong desire for continuous learning and improvement, with a commitment to mentoring colleagues

• Experience in building and launching AI powered features

Nice to Have:

• Experience in the Customer Experience industry

• Previous experience launching Machine Learning-based features and products

• Familiarity with data analysis and the ability to develop KPIs or other data-driven metrics to demonstrate the value of features delivered

What We Offer:

• Being a part of an amazing and passionate team, dedicated to shaping what the future or customer relationships will be and working with the latest technologies

• Ownership of the projects you work on

• Feeling and seeing the impact your work has on our customers

• No hidden agenda, focus on delivering software that's of high quality, reliable, and doing so quickly

• Openness to give and take feedback

• A competitive salary

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.