Senior Product Manager

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Job Description

The team at Zendesk is constantly rethinking how the future of outstanding software will look like for our customers all over the world. We've done so successfully over the last couple years, and we know it takes an amazing team to build fantastic products. That is why we are looking for a highly technical Senior Product Manager who loves to tackle complex problems to join that team and help us shape our vision. Does that sound like you? If so, be sure to read on!

Our team is responsible for helping Customer Experience teams to achieve their best, by thoughtfully solving repetitive work, so they can shift their focus to solving more sophisticated problems. We use the latest trends in Machine Learning and AI algorithms to help us on that mission, and we are passionate about empowering our customers!

As a Senior Product Manager, you’ll be responsible for defining and implementing the roadmap for some of our ML-powered features, accelerating the impact of our automation capabilities to our customer base, and delivering high-quality ML and AI products at a scale that most companies only dream of.

What you'll be doing

  • Define and be responsible for the product roadmap and prioritization of an evolving, high-growth product area impacting agent efficiency, automation, and deflection of the Zendesk platform
  • Combine customer insights, market trends, and our vision of delivering powerful capabilities in a simple way
  • Work closely with a dedicated team of engineers, scientists, product designers, product marketers to deliver cross-functional projects that excites customers
  • Communicate and collaborate across cross-functional teams - product marketing, sales, success, and advocacy to take features from idea to launch
  • Meet with amazing customers, analyze product data, and research competitors to develop and communicate a vision for how we will keep building a phenomenal product/business
  • Be a key part of Zendesk's mission of championing customer-facing teams; defining and delivering features that support our customers and helping us meet some of our most meaningful business goals

What you bring to the role

Basic Qualifications:

  • 4 years of Product Management experience under your belt, and you’ve spent most of that time working within a high-paced, agile software development environment
  • Strong prioritization skills: ability to understand the impact on customers and business
  • Experience using qualitative and quantitative research of customer needs to develop product roadmaps
  • Experience balancing long term strategy and delivering incremental value to customers along the way
  • A self-managed and dedicated approach with the ability to work independently
  • Strong problem-solving capabilities as well as the flexibility (of working style) to deal with changing and conflicting priorities
  • Excellent written communication skills for varying audiences: customers, engineering, marketing, program management, and executives
  • Desire for learning, continually developing your skills, contributing to how we could work better, but also mentoring your colleagues

Preferred Qualifications:

  • Experience working in the Customer Experience industry
  • Previous experience shipping Machine Learning based features and products
  • Familiarity with data analysis and an ability to develop KPIs or other data-driven metrics to prove the value of features you’ve brought to market

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.

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. 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, coworking spaces, and Zendesk workspaces to make one team.

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.

Company Info.


Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

  • Industry
    Information Technology
  • No. of Employees
  • Location
    1019 Market Street, San Francisco, CA 94103, USA
  • Website
  • Jobs Posted

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