Sr Product Manager

Job Description

Job Summary

Zendesk delivers AI powered service software, designed for humans.  We are looking for a Senior Product Manager to lead the development of new ITSM functionality that helps our customers implement ITIL compliant Change Management workflows in Zendesk. This is an impactful and visible role and you will be working across one of Zendesk's most critical initiatives, Employee Service.  Are you interested in solving problems in an environment that fosters integrity, trust, and accountability?  Please read on.

What you’ll be doing

As a Senior Product Manager, you will be responsible for understanding customer needs, driving the delivery of ITSM capabilities. You will quickly grow to become a Subject Matter Expert on Zendesk’s employee service offering, and work with your scrum team to drive your roadmap. You will regularly collaborate with global teams across the organization and lead cross-functional projects with high visibility.

The candidate for this role must be hyper-focused on customer needs, have the technical prowess to work with our talented engineering team, and be product savvy to prioritize an impactful roadmap.

Responsibilities

Define and own the product roadmap for a high-growth area focused on Change Management for ITSM within the Zendesk platform.

Synthesize customer insights, market trends, and our vision to deliver powerful capabilities in a user-friendly manner

Collaborate closely with your team of engineers, product designers, and product marketers to drive cross-functional projects that excite and engage customers.

Engage with customers, analyze product data, and conduct competitive research to develop and communicate a compelling vision for the evolution of employee service offering.

Strong prioritization skills and the ability to assess the impact of decisions on customers and the business.

Proven experience in utilizing qualitative and quantitative research to inform product roadmaps.

Proposing, owning and reporting on appropriate success metrics for your product.

Be an advocate for simplicity, usability, and customer-centric design in every product discussion.

Self-motivated and dedicated, with the ability to work independently and manage competing priorities

Exceptional problem-solving skills and adaptability to changing circumstances

Excellent written and verbal communication skills

Basic Qualifications

5+ years of experience in product management within a high-paced, agile software development environment.

Experienced in ITSM and ITIL.

History of shipping, maintaining and improving impactful, scalable and reliable products that move the business forward, in both existing capabilities as well as zero-to-one initiatives.

Passion for building phenomenal user experiences for a diverse group of customers and end-users

Outstanding written and verbal communication skills with engineers, non-technical partners, and leadership.

Preferred Qualifications

Bachelor’s Degree.

Experience in a data-driven enterprise-scale B2B SaaS product.

Working knowledge of metric gathering and dashboarding tools.

Experience delivering features that include ML and AI.

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.