Principal Product Manager

Job Description About Zendesk: At Zendesk, our team is continually reimagining the future of exceptional software for customers around the globe. In light of the ongoing AI revolution, we are transforming the customer experience (CX) landscape by harnessing cutting-edge technologies. We recognize that this industry is ripe for disruption, with roles evolving, new functions emerging, and many manual tasks being automated, allowing humans to focus on more meaningful work. Over the past few years, we have successfully navigated this transformation, and we understand that building outstanding products requires an extraordinary team. That’s why we are seeking a highly technical Principal Product Manager who thrives on tackling complex challenges to join us in shaping our vision. Does this resonate with you? If so, we invite you to read on! About the Role: Our team is dedicated to empowering Customer Experience (CX) teams by automating repetitive tasks, allowing them to focus on more sophisticated customer interactions. Leveraging the latest advances in LLMs, Machine Learning (ML) and AI algorithms, we are passionate about enhancing customer satisfaction and agent performance through our AI copilot for Agents and Admins. As a Principal Product Manager, you will define and implement the roadmap for some of our ML-powered features, driving the impact of our automation capabilities for our global customer base and delivering high-quality AI products at scale. What You’ll Do: Define and own the product roadmap for a high-growth area focused on agent efficiency, automation, and customer satisfaction within the Zendesk platform Synthesize customer insights, market trends, and our vision to deliver powerful capabilities in a user-friendly manner Collaborate closely with a dedicated team of engineers, data scientists, product designers, and product marketers to drive cross-functional projects that excite and engage customers Communicate effectively across teams—including product marketing, sales, customer success, and advocacy—to take features from conception to launch Engage with customers, analyze product data, and conduct competitive research to develop and communicate a compelling vision for the evolution of our AI powered products Play a key role in Zendesk's mission to champion customer-facing teams by defining and delivering features that support our customers and contribute to our most meaningful business goals What You Bring: 7 years of Product Management experience, primarily in a fast-paced, agile software development environment 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 Ability to balance long-term strategic vision with the delivery of incremental value to customers 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 tailored to diverse audiences, including customers, engineering teams, marketing, program management, and executives A strong desire for continuous learning and improvement, with a commitment to mentoring colleagues Experience in building and launching AI powered features Nice to Have: Experience in the Customer Experience industry Previous experience launching Machine Learning-based features and products Familiarity with data analysis and the ability to develop KPIs or other data-driven metrics to demonstrate the value of features delivered What We Offer: Being a part of an amazing and passionate team, dedicated to shaping what the future or customer relationships will be and working with the latest technologies Ownership of the projects you work on Feeling and seeing the impact your work has on our customers Lack of unnecessary meetings, no hidden age ... (truncated, view full listing at source)