Senior Product Manager

Job DescriptionWho we're looking forThe team at Zendesk is constantly rethinking how the future of outstanding software will look like for our customers all over the world. We've done so successfully over the last couple years, and we know it takes an amazing team to build fantastic products. That is why we are looking for a highly technical Senior Product Manager who loves to tackle complex problems to join that team and help us shape our vision. Does that sound like you? If so, be sure to read on!Our team is responsible for helping Customer Experience teams to achieve their best, by thoughtfully solving repetitive work, so they can shift their focus to solving more sophisticated problems. We use the latest trends in Machine Learning and AI algorithms to help us on that mission, and we are passionate about empowering our customers!As a Senior Product Manager, you’ll be responsible for defining and implementing the roadmap for some of our ML-powered features, accelerating the impact of our automation capabilities to our customer base, and delivering high-quality ML and AI products at a scale that most companies only dream of.What you'll be doingDefine and be responsible for the product roadmap and prioritization of an evolving, high-growth product area impacting agent efficiency, automation, and deflection of the Zendesk platformCombine customer insights, market trends, and our vision of delivering powerful capabilities in a simple wayWork closely with a dedicated team of engineers, scientists, product designers, product marketers to deliver cross-functional projects that excites customersCommunicate and collaborate across cross-functional teams - product marketing, sales, success, and advocacy to take features from idea to launchMeet with amazing customers, analyze product data, and research competitors to develop and communicate a vision for how we will  keep building a phenomenal product/businessBe a key part of Zendesk's mission of championing customer-facing teams; defining and delivering features that support our customers and helping us meet some of our most meaningful business goalsWhat you bring to the roleBasic Qualifications:4 years of Product Management experience under your belt, and you’ve spent most of that time working within a high-paced, agile software development environmentStrong prioritization skills: ability to understand the impact on customers and businessExperience using qualitative and quantitative research of customer needs to develop product roadmaps Experience balancing long term strategy and delivering incremental value to customers along the wayA self-managed and dedicated approach with the ability to work independentlyStrong problem-solving capabilities as well as the flexibility (of working style) to deal with changing and conflicting prioritiesExcellent written communication skills for varying audiences: customers, engineering, marketing, program management, and executivesDesire for learning, continually developing your skills, contributing to how we could work better, but also mentoring your colleaguesPreferred Qualifications:Experience working in the Customer Experience industryPrevious experience shipping Machine Learning based features and productsFamiliarity with data analysis and an ability to develop KPIs or other data-driven metrics to prove the value of features you’ve brought to marketZendesk 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.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.