2025-08-24
Zendesk
Other
/yr
employee
contract
San Francisco
California
94105
United States
Location: San Francisco, California, United States of America
Requisition ID: R32461
Position_Type: Full time | Full time
Zendesk delivers AI powered service software, designed for humans. We are looking for a Principal Product Manager to lead functionality that helps our customers design and implement their processes in Zendesk. This is an impactful and visible role and you will be working across one of Zendesk's most critical initiatives, Employee Service. Are you interested in solving problems in an environment that fosters integrity, trust, and accountability? Please read on.
What you’ll be doing
As a Principal Product Manager, you will be responsible for understanding customer needs, driving both the strategic vision and delivery of Tasks and Approvals. You will quickly grow to become a Subject Matter Expert on Zendesk’s employee service offering, and work across multiple scrum teams to drive your roadmap. You will regularly collaborate with global teams across the organization and lead cross-functional projects with high visibility.
The candidate for this role must be hyper-focused on customer needs, have the technical prowess to work with our talented engineering team, and be product savvy to prioritize an impactful roadmap.
Responsibilities
Define and own the product roadmap for a high-growth area focused on agent efficiency, and process automation within the Zendesk platform.
Synthesize customer insights, market trends, and our vision to deliver powerful capabilities in a user-friendly manner
Collaborate closely with 1 or 2 teams of engineers, product designers, and product marketers to drive cross-functional projects that excite and engage customers.
Engage with customers, analyze product data, and conduct competitive research to develop and communicate a compelling vision for the evolution of employee service offering.
Strong prioritization skills and the ability to assess the impact of decisions on customers and the business.
Proven experience in utilizing qualitative and quantitative research to inform product roadmaps.
Proposing, owning and reporting on appropriate success metrics for your product.
Be an advocate for simplicity, usability, and customer-centric design in every product discussion.
Self-motivated and dedicated, with the ability to work independently and manage competing priorities
Exceptional problem-solving skills and adaptability to changing circumstances
Excellent written and verbal communication skills
Basic Qualifications
7+ years of experience in product management within a high-paced, agile software development environment.
Experience that demonstrates your abilities in leading strategic direction as well as supporting and developing product managers and/or engineers. You inspire trust in others!
History of shipping, maintaining and improving impactful, scalable and reliable products that move the business forward, in both existing capabilities as well as zero-to-one initiatives.
Passion for building phenomenal user experiences for a diverse group of customers and end-users
Outstanding written and verbal communication skills with engineers, non-technical partners, and leadership.
Preferred Qualifications
Bachelor’s Degree.
Experience in a data-driven enterprise-scale B2B SaaS product.
Experience within the field of enterprise service management and/or ITSM.
Working knowledge of metric gathering and dashboarding tools.
Experience delivering features that include ML and AI.
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.
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.
Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.
Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.
What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.
We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com
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