Principal Product Manager

About the company

Zendesk creates AI-enabled, flexible, and easy-to-use service software designed to strengthen customer relationships. Its tools are used by well-known brands around the world to engage with customers, often in ways people use without realizing it.

Role overview

We are seeking a Principal Product Manager to own the Action Platform, which powers connections, builds automations, and orchestrates workflows across Zendesk and other systems through both agentic and deterministic solutions.

This position requires close partnership with engineering, design, marketing, sales, and other cross-functional groups to shape a solution that addresses customer needs. It is a strong fit for someone with deep platform-product experience, exposure to both internal users and customer-facing products, and the ability to work across distributed stakeholders while managing priorities and driving execution.

Key responsibilities

• Develop deep expertise in the product area and actively learn from both internal and external customers to understand their needs.
• Set the strategic direction for the area by defining and communicating the vision and roadmap.
• Lead delivery of new capabilities and improvements with your engineering teams, while also partnering with integration partners and go-to-market teams such as sales and customer success.
• Convert the needs of multiple internal consumers and customers into scalable platform solutions that cover broad use cases instead of narrow point fixes.
• Promote a user-centered product approach and work with designers when needed to shape clear, intuitive interfaces.
• Influence stakeholders at all levels, including senior leadership, through strong written and verbal communication.
• Define OKRs and success measures, then track and evaluate performance against them.
• Own scalability for services handling thousands of rule executions while minimizing impact on Zendesk infrastructure.

Requirements

• Bachelor’s degree and at least 5 years of product management experience delivering products that achieved business outcomes.
• Experience building customer-facing SaaS products and shipping across front-end, back-end, and API layers.
• Strong collaboration mindset and the ability to work closely with engineers to identify the best solution to a problem.
• Ability to understand complex systems and weigh trade-offs among performance, cost, and user experience.
• Self-driven, action-oriented, and comfortable taking ownership to solve problems and deliver results.
• Excellent communication skills for audiences including customers, engineering, marketing, program management, and executives.
• Strong curiosity about the product, the market, and customers, plus the ability to use data and analytics to guide decisions.

Preferred experience

• Experience building an internal platform product that is also embedded in customer-facing products.

Work model

Zendesk operates a hybrid setup, with employees coming together in person at offices while also having the flexibility to work remotely for part of the week.

Additional information

Applicants should be aware that AI or automated decision systems may be used to screen or evaluate applications for this role, in line with company guidelines and applicable law.

Zendesk is an equal opportunity employer and considers applicants without regard to protected characteristics including 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 legally protected status. The company is also an AA/EEO/Veterans/Disabled employer.

If you need a reasonable accommodation to apply, complete pre-employment testing, or take part in the hiring process because of a disability, you may contact peopleandplaces@zendesk.com with your accommodation request.

About Zendesk

Zendesk’s software was built to bring calm to the often-chaotic world of customer service. Today, it supports billions of conversations for brands people know and trust.