Your mission is to build the future of critical Zendesk platform services used by thousands of customers across our family of products. You will own the roadmap for our infrastructure services teams, and also collaborate with our global product teams to fully own these services end-to-end. You will also own a set of internal tools that help make Zendesk employees more productive each day.

Your first challenge will be working with our Internal Tools team to take ownership of a number of tools used by hundreds of Zendesk employees every day to help manage our customer accounts. You will work with our Sales & Success, Product, and Customer Advocacy teams to gather requirements, and then own the roadmap for these tools. Next you will take over a set of platform services such as our cross-product push notification platform and our agent status, presence, and activity service. These services are critical components of our multi-product strategy. Moving forward, you will continue to define and own the platform services developed in our San Francisco and Dublin, Ireland offices.

What you get to do every day:

  • Work with internal stakeholders to improve and develop our internal tools
  • Own Zendesk's notification platform vision and roadmap, focusing on delivering useful and helpful notifications to users as they move between Zendesk's products
  • Help define the future of agent status, presence, and activity at Zendesk; lead a project to build this service from the ground up
  • Own these services end-to-end, from backend platform to front-end UI features
  • Work with your engineering teams in San Francisco and Dublin, and multiple Zendesk product teams throughout the globe, to define requirements (both internally and externally) and push these services to market
  • Collaborate with Product Marketing on major product launches
  • Bring a strong design and consumer behavior-centric approach to the Zendesk customer experience

What you bring to the role:

  • Minimum of 2 years of experience in product management within high-paced, agile software-as-a-service environments; including daily interactions with designers and software developers
  • Technical proficiency is a must (engineering background is a nice to have), as you will need to be able to communicate with platform engineering teams and help drive decisions
  • Ability to lead projects autonomously
  • Excellent verbal and written communication skills and the willingness to present and defend your ideas to other key stakeholders, including executives and other product managers
  • Experience with gathering, analyzing, and translating market and customer behavior into real product requirements
  • Proven product leadership and the ability to make decisions without perfect information
  • Ability to travel occasionally to Dublin, Ireland and Melbourne, Australia to interface with other Zendesk teams