Group Product Manager, AI Agent Config & Integrations (AI Agents)

Job Description

Zendesk is defining the future of agentic AI for customer experience, and at the heart of this transformation are our Agent Config & Personalization and Integrations tribes. As Group Product Manager (GPM) spanning both domains, you’ll drive the strategy and execution for foundational AI-powered configuration and extensibility capabilities that power Zendesk’s next-generation AI agents.

In this cross-tribe leadership role, you’ll set vision, coach high-performing product managers, and align delivery across teams at the core of Zendesk’s AI ecosystem. From empowering customers to tailor the behavior and personality of their AI agents – including configurable tone, empathy, and custom behavioral instructions – to building scalable and secure configuration and integration systems, you’ll ensure our platform enables outstanding, personalized customer service at scale.

As GPM, you’ll champion strong product discovery practices – staying close to customers, validating assumptions through regular engagement, and encouraging openness to AI-enabled prototyping and the use of AI-powered tools across the team. You’ll orchestrate end-to-end delivery with AI research, AI and platform engineering, product design, and customer development teams. Your mission: to make Zendesk AI agents configurable, deeply personalized in both function and personality, and easily integrated for every user’s unique needs.

Key Responsibilities:

• Own and drive the holistic product strategy for both Agent Config & Personalization and Integrations tribes, delivering vision, roadmap, and execution that link platform capabilities with market needs

• Lead and grow a team of Product Managers, providing mentorship, structure, and direction to unlock their impact across tribes

• Champion agentic AI and LLM-driven workflows – maximize configurability, extensibility, and security without compromising usability or AI performance

• Create frameworks and tools enabling customers to define and manage their bot’s personality, including custom instructions, tone, domain-specific behaviors, and empathy settings

• Partner with AI engineering and product design to define modular, scalable frameworks for agent configuration, orchestration, and integration pipelines

• Engage regularly with enterprise customers, emerging AI technology, and platform partners to anticipate future requirements and differentiate Zendesk in the market

• Define and track success metrics for AI-agent adoption, integration quality, personality customization usage, and customer satisfaction

• Align cross-functional partners across Product, Engineering, Forward Deployment, Sales, GTM, and Customer Success, driving commercialization and operational excellence

Required Qualifications:

• Significant product management experience with exposure to AI, agentic architectures, or LLM-driven SaaS products

• 2+ years’ experience managing PMs or leading multi-team product organizations in high-scale B2B environments

• Evidence of success launching complex, scalable configuration, extensibility, or integration platforms – ideally for AI or automation products

• Strong technical fluency with APIs, AI / LLM ecosystems, configuration management, and security / compliance best practices

• Passion for conversational design and experience delivering products with customizable user experiences, including personality, tone, or empathy features

• Exceptional stakeholder engagement and communication ability across technical and non-technical audiences

Bonus Qualifications:

• Experience with customer service and CX platforms, marketplace/API design, or custom workflow builders

• Prior leadership of cross-domain or matrixed product teams

• Deep knowledge of LLM prompt configuration, retrieval-augmented generation (RAG), or customizable AI agent frameworks

Success in the Role:

• Positioned as the strategic product leader for configuration and integration in Zendesk’s AI ecosystem

• Teams deliver platform features enabling customers to customize, personalize (including bot personality), and integrate Zendesk AI Agents for real-world use at scale

• Seamless, secure integrations drive agent adoption across Zendesk and partner environments

• Market recognition for Zendesk’s configurability, extensibility, and AI innovation

Interview Process

• Initial Call with Talent Team - 15 mins

• Hiring Manager Interview with Mirza, Group Product Manager, AI Agents - 30 mins

• Case Study / Workshop - 1.5 hours

• Final interview with Udi, Director of Product, AI Agents - 45 mins

About Zendesk

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. 

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products.  Based  in  San  Francisco,  Zendesk  has operations  in  the  United  States,  Europe,  Asia,  Australia,  and  South  America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.  

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes.  Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.  

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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.