Senior Product Manager (18 months, fixed-term contract)

Job Description

Zendesk’s category-defining quality management platform for customer support teams makes giving internal feedback easy and systematic. We’re at the forefront of the burgeoning customer experience market enabling support teams to review & improve their customer service quality. We know it takes an amazing team to build such fantastic products. 

That is why we are looking for a 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!

We value collaboration and within Product, we work with lots of cross functional teams like Engineering, Design and Product Marketing to solve big problems for our customers. Do you value customer insights? Join us to own the roadmap and enjoy the impact we have improving it.

What you'll be doing

•  Own a mission and define strategy of an evolving, high-growth Quality Assurance product that people love to use and that helps teams improve their operations and decision-making to achieve their targets

• Define and be responsible for the product roadmap and prioritization for a broad set of functionality and be able to manage trade-offs between various owned areas in support of the overall business needs

• Work closely with a dedicated team of engineers, product designers, product marketers, sales enablement and success to deliver cross-functional projects that excites customers

• Meet with amazing customers, analyze product data, and research competitors to develop and communicate a vision for how we will keep building a phenomenal product/business

• Combine customer insights, market trends, and our vision of delivering powerful capabilities in a simple way

• Align with product roadmap and business goals, collaborating with key stakeholders (Eng, Design, Marketing) in successfully building and launching products

• Manage the entire product lifecycle from concept to launch. Specify product requirements by conducting research supported by customer feedback and working with leaders and their teams to integrate feedback and business requirements

• Be a growth engine for 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 goals. 

Basic Qualifications:

• 3+ years of Product Management experience under your belt, and you’ve spent most of that time working within a high-paced, agile software development environment

• Strong problem-solving capabilities as well as the flexibility (of working style) to deal with changing and conflicting priorities

• Experience of balancing long term strategy and delivering incremental value to customers along the way by coordinating launch plans, documentation and enablement

• The drive to deeply understand the market, customers and product

• Comfortable with working remotely in English across departments.

• Excellent written communication skills for varying audiences: customers, engineering, marketing, program management, and executives

• Passion for proactive problem solving and ability to extract their essence while backing up your decisions with data

• Hunger for learning, continually developing your skills, contributing to how we could work better, but also mentoring your colleagues

Preferred Qualifications

• Experience working in the Customer Experience industry

• Design, engineering or data analysis background

• Experience in Quality Assurance of customer support interactions is a plus

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.

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.

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.