Senior Data Product Manager

Job Description

This position is part of the Enterprise Data & Analytics team, a high-performance group chartered with delivering a beautifully simple analytics foundation and service that allows Zendesk to scale to a $1 Billion company with clearly defined, consistent metrics and a data architecture that provides all business operations with high quality and timely analytics for optimal decision making. Our business uses some third party applications embedded within our customer data flows, each generating their own unique data.

We  are looking for a leader to bring a product mindset to own, manage, scale, and curate customer data generated in third party applications to make it useful, relevant, and available not only to our many analyst teams, but integrated with other applications.  Unlocking the power within our application data is only possible after truly identifying how analysts and other systems will consume the data.  Fortunately, we have a strong framework in place to support the existing data model and can adapt to updated model(s) as our business evolves.  The individual in this role will influence how we represent customer data in multiple systems.

Who you are:

• Empathetic to the analytic needs of business stakeholders, product owners, engineers, and analysts, the right candidate has the ability to translate data requirements into usable, practical solutions to satisfy those requirements

• Adheres to established protocols but can adapt to change as needed

• Willing to improve existing system, make recommendations, and is not afraid to challenge what we think to be true

• Deep passion for accuracy and validation to verify transformations

• Action and results oriented, can lead work independently and across teams

What you get to do everyday:

• Communicate with business teams, product owners, analysts, engineers and other data consumers to determine data needs

• Prioritize new data and integration requests and develop necessary processes to effectively meet demand

• Own the solution integrations and be their champion

• Engage with users to ensure shared success and deeper insights (anticipate needs)

• Practice good data hygiene, data management controls, and implementation standards

• Develop operational playbooks/runbooks (artifacts) to support integrations developed and improve consistency, scalability, and resilience

• Develop processes that validate, automate and scale transformations in reporting layer

• Provide regular updates for technical and non-technical stakeholders

• Own, manage, and publish your product’s roadmap for stakeholders

What you bring to the role:

• Self-motivated and driven by the purpose outlined above. Eager to be a leader at Zendesk in understanding how data products needs to be consumed by our organization

• Strong communication skills, both written and verbal, and an ability to listen and understand root needs across many different business units

• Deep desire to make your partners successful when using your solutions

• Demonstrated ability to document schemas, data models, data dictionaries, etc. 

• Strong process and operational / organizational capacities - es is able to handle complex intake from from multiple  stakeholders, identify / track / mitigate delivery blockers, and facilitate understanding of delivery status

• Able to manage and follow up with a large number of stakeholders, technical and non-technical

•  Experience with relational and columnar database stores (e.g. BigQuery, Snowflake)

• Data modeling and data architecture knowledge (design patterns, integration patterns)

• Intermediate  SQL skills but high level of comfort working with structured data, schema documentation, entity relationship diagrams, and analytical database concepts

• High level of comfort  with common SaaS web applications (Salesforce, Zuora, Oracle, Adobe, etc.) and similar technologies, and related concepts around importing and exporting data into those systems

• 4+ years experience in a similar role

• Bachelor’s Degree or equivalent

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. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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 peopleandplaces@zendesk.com with your specific accommodation request.