Senior Product Manager - Employee Service

Job Description

We are looking for an experienced Senior Product Manager to drive the Product-Led Growth (PLG) strategy for our Employee Services SaaS platform, with a particular focus on onboarding flows, end-to-end user journeys, activation, and self-service adoption. You will lead the ideation, deployment, and optimization of features and experiences that empower end-users, accelerate product adoption, and fuel self-sustaining growth.

You will partner closely with Engineering, UX, Marketing, Sales, Customer Success, and Data teams, leveraging quantitative and qualitative insights to develop, execute, and measure a winning PLG playbook. This is a high-visibility, hands-on role requiring strong product sense, analytical rigor, and a passion for customer-centric growth.

Key Responsibilities

• Product-Led Growth Strategy & Execution
• Own and evolve the PLG vision and roadmap for the Employee Services SaaS offering, championing end-user value and frictionless adoption experiences.
• Define, launch, and iterate on onboarding flows, self-serve user journeys, in-product guidance, and virality levers (e.g., referrals, sharing, collaboration features).
• Relentlessly analyze user behavior, funnel metrics, and growth data to identify opportunities to increase user activation, retention, and conversion.
• User Onboarding & Engagement
• Design and optimize onboarding / activation workflows that drive 'time to value,' reduce dropoff, and improve NPS.
• Champion seamless and delightful first-use experiences, leveraging personalization, smart defaults, and contextual education.
• Collaborate deeply with UX / UI and user research teams to run user studies, usability tests, and A / B experiments.
• Measurement & Iterative Improvement
• Define and monitor key PLG success metrics (activation, adoption, engagement, expansion, churn, etc.).
• Build a rigorous experimentation framework to test hypotheses, measure outcomes, and iterate quickly.
• Synthesize findings and communicate insights to stakeholders, influencing investment and prioritization.
• Cross-Functional Leadership
• Serve as the voice of the end-user, advocating for high standards in usability, accessibility, and overall product quality.
• Collaborate with GTM teams to align PLG initiatives with product marketing, sales, and customer success strategies.
• Drive alignment across Engineering, Data, Operations, and Design to deliver high-impact, scalable PLG outcomes.

Qualifications

Preferred Qualifications

What's In It For You

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

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.

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 [HIDDEN TEXT] with your specific accommodation request.

Skills Required

activation , user journeys