Head of AI Agents Product Strategy & Operations

Zendesk; Lisboa; On-site; EUR 90,000 - 140,000; Full time

Job summary

Zendesk is transforming customer service through AI, and our AI Agents organization sits at the heart of that transformation. We seek a Lead, Product Strategy & Operations to partner with AI Agents Product leadership, working with cross-functional teams to drive operational excellence and data-informed strategy.

You will optimize existing development programs, engage with customers and stakeholders, and help translate insights into strategic decisions that advance the business.

Qualifications

• Several years of experience in Product Strategy & Operations, Product Operations, Product Management, Chief of Staff, or similar strategic operational roles within B2B SaaS.
• Experience partnering with senior Product, Design, or Engineering leaders in a complex, fast-moving product organization.
• Strong understanding of Product Development processes, customer discovery, product planning, and cross-functional execution.
• Exceptional organizational and operational skills, with a record of improving processes and bringing clarity to ambiguous, high-complexity environments.
• Strong analytical skills and experience translating customer feedback, product data, and business priorities into actionable recommendations and measurable outcomes.
• Excellent communication, stakeholder-management, and influencing skills, with the ability to engage executives and move complex work forward without formal authority.

Responsibilities

• Partner with Product leadership to create a clear, integrated view of AI Agents priorities and translate that view into executive-ready recommendations.
• Connect customer insights and data to product strategy by ensuring signals inform planning and prioritization.
• Drive cross-functional alignment across Product Development, Customer Experience, Go-to-Market, Data, and other partners.
• Optimize Product Development programs by improving planning, discovery, launch, and customer-engagement processes.
• Drive operational excellence by identifying friction, proposing improvements, and measuring impact.

Skills

Product Strategy & Operations

Product Operations

Product Management

Chief of Staff

B2B SaaS

Job description

Zendesk is transforming customer service through AI, and our AI Agents organization sits at the heart of that transformation. We seek a Lead, Product Strategy & Operations to partner with AI Agents Product leadership, working with cross-functional teams to drive operational excellence and data-informed strategy.

You will optimize existing development programs, engage with customers and stakeholders, and help translate insights into strategic decisions that advance the business.