Principal Product Manager

Zendesk, Inc.; Pune District; Hybrid; INR 4,000,000 - 6,000,000; Full time

Job summary

Zendesk, Inc. is seeking a Principal Product Manager to lead the Action Platform, connecting and orchestrating automations across Zendesk and other systems.

You will own the vision, roadmap, and OKRs while collaborating with engineering, design, marketing, and sales to deliver scalable platform solutions. The role requires strong leadership across distributed stakeholders, experience with platform products, and a proven ability to drive outcomes through data-driven decision making and a

Qualifications

• Bachelor’s Degree and 5 years of Product Management experience delivering SaaS products.
• Experience shipping full-stack solutions from front-end to back-end and APIs.
• Strong collaboration with engineers and cross-functional teams to drive outcomes.
• Ability to understand complex systems and balance trade-offs with data-informed decisions.

Responsibilities

• Be a subject matter expert and translate customer needs into platform solutions.
• Define vision, roadmap, and OKRs for the Action Platform.
• Drive execution of capabilities with engineering teams and cross-functional partners.
• Advocate for a user-centric approach in product development and interfaces.
• Influence senior stakeholders and articulate organizational decisions.
• Scale services to manage thousands of rule executions with minimal impact.

Skills

Product Management

SaaS

Full-stack development

Communication skills

Data-driven decision making

Education

Bachelor's Degree

Job description

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.

Location and Hybrid

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. 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.