Principal Product Manager

Job Description

Zendesk builds AI powered, customizable and simple to use service software crafted to improve customer relationships. Many of the world’s favorite brands leverage our products to engage you as a customer. We lead the industry with beautifully simple software, and you’ve almost certainly interacted with it without knowing it! 

We’re looking for a Principal Product Manager to lead our Action Platform that is used to connect, build, and orchestrate automations across Zendesk and other systems by our agentic and deterministic workflow solutions. 

In this role you will collaborate closely with cross-functional teams, including engineering, design, marketing, and sales, to deliver a solution that meets the needs of our customers. This role is suited to an individual who has extensive experience working on a platform product with both many internal consumers, and in customer facing products. As an integral platform to Zendesk’s product architecture, your ability to operate across many geographical distributed stakeholders, balancing priorities, and then rapidly execute on initiatives that meet customer needs will be essential in driving success.

As a Principal Product Manager for Action Platform you’ll…

• Be a subject matter expert in this product area, and work with customers both internal and external to understand their needs

• Be a strategic leader for this area, setting and articulating a vision and roadmap

• Drive the execution of new capabilities and enhancements with your own engineering teams as well as work cross-functionally with other product areas including, Integration partners and Go-To-Market teams (i.e. sales & customer success) to support their initiatives.

• Translate the requirements of multiple internal consumers and customers into platform solutions that solve categories of use cases in one approach, rather than highly optimised point-based solutions.

• Advocate for a user-centric approach in product development. Where necessary, collaborate with product designers to create intuitive and engaging user interfaces that enhance the overall user experience.

• Influence stakeholders across a variety of seniority levels; from SVP down, through written and verbal communication, and articulating, championing, and shaping organizational decisions.

• Define OKRs, success metrics and review performance against those. 

• Be responsible for scaling these services to manage thousands of rule executions with minimum impact on the Zendesk infrastructure.

Basic Qualifications

• Bachelor’s Degree, with 5 years of Product Management experience under your belt, delivering products that met business goals.

• Your work experience will include customer-focused SaaS, designing and shipping “full-stack” from front-end, to back-end, and APIs.

• A great collaborator that knows that to deliver anything of value is a team effort and likes to dig in with intelligent and passionate engineers to find the best solution to a problem.

• Ability to understand complex systems, and balance appropriate tradeoffs between performance, cost, and user experience.    

• A self-starter with a bias for action who is motivated to solve problems and deliver results with an owner mentality.

• Excellent verbal and written communication skills for varying audiences: customers, engineering, marketing, program management, and executives.

• The drive to deeply understand our product, the market, our customers, and when to use the right data to measure success, using analytics tools to aid in decision-making.

Preferred Qualifications: 

• Past experience building an internal platform product that is also used in customer facing products. 

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.