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 Senior Product Manager to lead our Strategic Integrations and Connections capabilities which are used to connect, sync, and orchestrate across Zendesk and other systems. 

In this role will have significant direct interaction with customers, partners, and executive sponsors. You will collaborate closely with cross-functional teams; engineering, design, product marketing, sales, and tech alliances to build and launch solutions. This position is well suited to an individual who has experience building partnerships to launch joint solutions. You are excellent at building relationships with stakeholders both inside and outside the org chart. Success in this role will be driven by your ability to balance priorities, manage expectations, rapidly execute on initiatives that meet customer needs, operate across many geographical distributed stakeholders, and work productively with external partners. 

As a Senior Product Manager for Strategic Integrations and Connections you’ll…

• Be capable of working without direction or regular oversight. You’re already experienced in the discipline of product management and comfortable leading product delivery teams, making decisions, and reporting back to leadership. You know what needs to be done and you’re independent and self-driven enough to do it.

• Be a subject matter expert in your product area, and work with customers to further understand their needs and develop that expertise

• Be a strategic leader for this area, setting and articulating a vision and roadmap on which integrations to invest and divest. 

• Work with Tech Alliances and partners to identify opportunities to grow partnerships and build solutions that create co-marketing moments and solve joint-customer’s problems

• Drive the direction of new capabilities and enhancements with engineering and design partners, ensuring that solutions built adequately capture the opportunity and solve the customer need. You don’t own the delivery, but you drive it. 

• Where necessary, interact with executives to respond to customer escalations. Attend customer meetings with those executives and de-escalate situations through your calm and controlled demeanor, bringing a plan to resolve issues and build trust and confidence with customers and executives. 

• Possess exceptional written and verbal communication, with the ability to, champion and shape organizational decisions using your words and influence.

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

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: 

• The SCRUM team in this role is based in Melbourne and Pune, so experience product managing a geographically distributed engineering team will be helpful.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

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.