Senior Product Manager

At Zendesk, we firmly believe that building outstanding products starts with exceptional people.

We are seeking a seasoned Senior Product Manager to join our expanding Contact Center Product Team to own and drive the product strategy  and execution for key areas within our portfolio.

Zendesk for Contact Center is a new innovation center at Zendesk that’s focused on developing advanced AI-powered Contact Center products. Our mission is to make every single customer interaction exceptional by combining the ease-of-use of Zendesk with the resilient infrastructure of AWS.

In this role, you will oversee multiple facets of the product, collaborating closely with cross-functional teams to design and deliver user-centric solutions that address real-world challenges and drive business success. You will play an integral role in shaping and executing our product vision as we accelerate growth.

The ideal candidate combines strategic insight with technical expertise and strong business acumen. You possess excellent communication skills, sharp analytical abilities, and a high level of energy. We need a hands-on leader who can dive in immediately, contribute individually, and inspire the team to sustain ongoing success. You are a proactive self-starter who thrives in fast-paced environments and consistently delivers results — and, of course, a genuinely great person to work with.

• Develop a deep understanding of your customer. Define the vision and strategy for your product area 

• Champion your product and collaborate with other product teams on dependencies & opportunities to build a holistic user experience across the Zendesk portfolio

• Collaborate with a cross-functional scrum team consisting of engineering, product, design and QA on: product ideation and discovery, defining requirements and delivery to bring to life exceptional customer experiences

• Define success metrics and make data-driven decisions to drive your product forward

• Partner with our Platform Architects and Advocacy teams to ensure customers are successful with new features and improvements

• Collaborate with Product Marketing on GTM initiatives

• Communicate confidently and frequently to the Leadership team and wider business about your vision, roadmap, features, decisions and insights both on a technical and business level.

• Drive the Agile development process, including sprint planning, backlog grooming, and sprint reviews.

• Conduct regular meetings and communicate effectively with global teams to foster collaboration and ensure alignment.

• Collaborate with stakeholders to define product requirements, prioritize features, and create product roadmaps.

• Conduct market research and analysis to identify customer needs and competitive landscape.

• Translate product vision and customer feedback into clear product specifications and user stories.

• Over 5 years of experience in technical product management, consistently driving successful outcomes.

• Proven track record of empowering cross-functional teams to deliver high-quality work within a positive and collaborative environment.

• Strong technical background with the ability to understand, evaluate, and discuss complex technical integrations and architectural frameworks.

• Skilled at managing competing priorities effectively in fast-paced, dynamic settings.

• Deep understanding of software development methodologies, including Agile, with enthusiasm for collaborating across product teams to drive continuous improvement.

• Expertise in deriving actionable insights from data and engaging with customers to uncover new product opportunities.

• Comfortable spearheading greenfield projects, making strategic decisions to define and scope innovative products.

• Demonstrated self-motivation and autonomy in delivering impactful results.

• Exceptional communicator with excellent interpersonal skills, thriving in collaborations with global teams.

• Outstanding project management and organizational capabilities, adept at prioritizing and juggling multiple concurrent tasks.

• Strong analytical and problem-solving skills, adept at navigating complex technical challenges.

• Proficient in interpreting API documentation and conceptualizing creative, practical solutions.

• Passionate about delivering results and continuously growing through learning and curiosity.

• Experience in SaaS environments, with preferred knowledge of AWS technologies.

The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 100,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.  

Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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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 [email protected] with your specific accommodation request.