Director, Product Management

Job Description

At Zendesk, we empower organizations to improve their customer engagement through our innovative CRM solutions. Zendesk is a service-first CRM company that builds powerful, customizable software designed to improve customer relationships. At Zendesk we encourage growth, innovation and believe in giving back to the communities we call home. 

We are seeking a Director of Product Management with a passion for customer engagement. This leader will oversee a team of product managers dedicated to enhancing user adoption, onboarding, expansion, and retention. We are looking for a leader to shape and execute a multi-year expansion and retention strategy alongside our partners in Marketing and Success.

Who we’re looking for: 

• Curious: You are naturally curious and enjoy working with leaders to drive high impact business decisions—and you can’t wait to experiment, learn, and iterate. 

• Creative: You believe there are multiple ways to achieve a goal and you're not afraid of learning new things or teaching others to achieve your vision.

• Coordinated: You thrive in a fast-paced cross-functional involvement and can keep the ball moving while bringing others along with you.

• Candid: You are not afraid to give and seek feedback and collaborate with your partners to make the best decisions for the business and team.

• Consistent: You believe that consistency and rigor is key to building a great team, product, and business.

You will be responsible for collaborating with leaders in Marketing, Sales, and Product Growth to help create a world class online customer experience. Reporting to the VP/GM of the Online Business, you will join the Online Business team that sits within the Marketing organization.

What you’ll do

• Lead your PMs to develop and deliver a great product experience

  • Develop and implement comprehensive product strategies that prioritize customer engagement, satisfaction, growth, and retention.

  • Drive user adoption and loyalty through initiatives that streamline onboarding processes and enhance overall product usability.

  • Utilize data to inform strategic product decisions, ensuring a focus on key performance metrics for continuous enhancement.

  • Drive cross-functional alignment on product strategy, ensuring that all departments, from engineering to marketing, are working towards a unified vision for the product.

  • Act as the customer advocate within the organization, integrating customer feedback into product development to meet and exceed user expectations.

  • Innovate and iterate on product features based on user feedback and market trends, fostering a culture of continuous improvement and agile response to market needs.

• Collaborate closely across the company

  • Create robust strategies that align with market demands and deliver a seamless customer experience across the customer journey

  • Coordinate closely with Customer Experience, Customer Support, Success and Sales to build cross-company tactics to optimize expansion, adoption and retention

• Grow a team of high performing PMs

  • Lead and nurture a team of product managers, emphasizing customer-centric development and innovation within the product lifecycle.

  • Champion a collaborative team environment that empowers product managers to excel and contribute to the organization's success.

• Share your success

  • Report on product performance, offering insights and recommendations to executive teams for ongoing product evolution.

  • Formulate and communicate clear product roadmaps and strategic plans to senior management and stakeholders, ensuring alignment with business objectives.

  • Ensure that product strategy is communicated effectively throughout the organization, providing regular updates and progress reports to executive leadership and the board.

 

Desired Skills and Experience:

• A combined minimum of 5 years in product management, business strategy & operations, growth marketing, and/or related field with a focus on SaaS products

• 2+ years of leadership experience with a proven ability to develop high-performing product and/or strategy teams

• Strong analytical skills and a data-driven approach to product management

• Proven expertise in driving growth and retention

• Exceptional leadership and communication skills

• Previous experience driving strategic and operational change with stakeholders in GTM (Sales & Success) and Marketing

• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal

In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person
 

#Remote

#LI-JM7

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.

The US annualized base salary range for this position is $182,000.00-$274,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.