We are looking for a Principal Product Manager to define and scale Zendesk’s Custom Agents platform, enabling customers to build AI agents that reason, take action, and automate complex service workflows across Zendesk and third-party systems.
As a senior individual contributor, you will own the product strategy and roadmap for the Custom Agents lifecycle, including agent creation, testing, deployment, observability, governance, and optimization. You will work closely with engineering, AI research, design, go-to-market teams, and enterprise customers to translate emerging agentic AI capabilities into trusted, intuitive, and measurable customer outcomes.
Key responsibilities include:
- Define the long-term vision, strategy, and roadmap for Custom Agents.
- Lead development of agent-building, evaluation, deployment, governance, and observability capabilities.
- Establish platform patterns for actions, integrations, human oversight, error recovery, and enterprise controls.
- Partner with customers to identify high-value service and employee-support use cases.
- Align cross-functional teams and influence senior leaders without direct authority.
- Define adoption, execution, quality, and business-outcome metrics for the product.
The ideal candidate has deep experience building enterprise platforms, workflow automation, developer tools, or AI products; excels in technically complex environments; and can move fluidly between platform architecture, customer problems, and executive-level strategy.
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 [email protected] with your specific accommodation request.
Skills Required
- Deep experience building enterprise platforms
- Experience with workflow automation
- Experience building developer tools
- Experience building AI products
- Ability to operate in technically complex environments
- Ability to translate customer problems and platform architecture into product strategy
- Ability to influence senior leaders and align cross-functional teams without direct authority
Zendesk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zendesk and has not been reviewed or approved by Zendesk.
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Fair & Transparent Compensation — The company states a commitment to publishing base pay ranges and advancing pay equity, helping employees gauge fairness. Public messaging on pay equity and transparency signals structured, consistent compensation practices.
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Leave & Time Off Breadth — Time away programs include flexible PTO, dedicated well‑being days, emergency time off, and pregnancy loss leave. Parental leave is described as generous, and travel support exists for reproductive care where access is restricted.
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Healthcare Strength — Benefits language highlights comprehensive medical, dental/vision, mental health access, and an employee assistance program. These offerings are positioned as part of holistic wellbeing support across regions.
Zendesk Insights
What We Do
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. We advocate for digital first customer experiences— and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, co-working spaces, and Zendesk workspaces to make one team.
Why Work With Us
We know one desk doesn’t fit all. At Zendesk, we prioritize remote work because we believe great work happens anywhere. Digital first is more than where we work though. We give our employees flexibility and choice in both where and how they work while also trusting them to be a team player.
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