Senior Product Manager

Zendesk; United States; Remote; USD 100,000 - 130,000; Full time

Job summary

A leading software company in the United States is seeking a Senior Product Manager to drive the product strategy for their QA solutions. You'll collaborate with engineering and design teams to deliver AI-driven capabilities that enhance customer satisfaction and compliance. Ideal candidates should have over 4 years of experience in product management and a strong desire for continuous improvement. This role offers a competitive salary and the chance to make a significant impact on customer experiences.

Benefits

Competitive salary

Ownership of projects

Opportunity for rapid development

Qualifications

• 4+ years of Product Management experience in a fast-paced, agile environment.
• Ability to use qualitative and quantitative research for product roadmaps.
• Experience in launching AI-powered features.

Responsibilities

• Define and execute product strategy within QA portfolio.
• Collaborate across teams for AI-driven solutions.
• Engage with customers and stakeholders to align solutions.

Skills

Product Management experience

Strong prioritization skills

Problem-solving skills

Excellent communication skills

Adaptability

Desire for continuous learning

Job description

Overview

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 Senior Product Manager who thrives on tackling complex challenges to join us in shaping our vision.

About the Role: Our team empowers CX leaders to evaluate and improve the quality of every customer interaction. Using the latest advances in AI and ML, we are redefining QA as an automated, scalable, and actionable capability for modern support organizations. As a Senior Product Manager, you will own the roadmap for your product area within the Zendesk QA solution space. You’ll partner with engineering, design, and data science to deliver high-impact capabilities that scale globally, while helping customers drive satisfaction, efficiency, and compliance.

Responsibilities

• Define and execute the strategy for your product area in the QA portfolio.
• Collaborate across teams to deliver high-quality, AI-driven solutions.
• Drive adoption and customer value through clear metrics and outcomes.
• Engage with customers and stakeholders to align QA solutions with real-world needs.
• Help shape the future of QA in an AI-first customer support world.
• Define and deliver features that support our customers and contribute to meaningful business goals.

Qualifications

• 4+ years of Product Management experience, in a fast-paced, agile software development environment.
• Strong prioritization skills and the ability to assess impact on customers and the business.
• Proven experience using qualitative and quantitative research to inform product roadmaps.
• Ability to balance long-term strategic vision with delivering incremental value to customers.
• Self-motivated and able 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 (customers, engineering teams, marketing, program management, 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.
• 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 value.

What We Offer

• Being part of an amazing and passionate team dedicated to shaping the future of customer relationships with the latest technologies.
• Ownership of projects and the ability to see their impact on customers.
• Focus on delivering high-quality software quickly, with openness to feedback.
• A competitive salary.

Zendesk is an equal opportunity employer. We are committed to fairness and transparency in our hiring process and foster global diversity, equity, and inclusion in the workplace. 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 contact us.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities. If you require an accommodation to submit this application or participate in the selection process, please email [e-mail] with your specific accommodation request.