Teams at Zendesk

Leads strategy, roadmap, development, commercialization, and adoption for Zendesk’s AI-driven Customer Observability product portfolio. Defines observability capabilities for agents, workflows, analytics, knowledge, integrations, and headless experiences; partners cross-functionally on platform architecture, responsible AI, launches, metrics, and customer outcomes. The role also recruits and develops product management talent and represents product vision with customers, partners, and industry stakeholders.

Provides technical consulting for Zendesk AI implementations, including configuration, integrations, optimization, adoption, training, and change management. Leads AI projects from planning through delivery, aligns solutions with customer goals, removes technical blockers, and drives measurable improvements in retention, satisfaction, and operational outcomes. Partners with Customer Success and Sales while advising technical and executive stakeholders.

Serve as a technical advisor to enterprise Zendesk customers, documenting their environments, developing technical roadmaps, leading operational reviews, coordinating internal resources, resolving critical issues, and advocating for customer needs. The role requires extensive technical and enterprise experience, strong communication, SaaS and API knowledge, and the ability to translate business objectives into measurable technical outcomes.