Principal Product Manager, AI Copilot

Job Description

Our team is dedicated to empowering Customer Experience (CX) teams by automating repetitive tasks, allowing them to focus on more sophisticated customer interactions. Leveraging the latest advances in LLMs, Machine Learning (ML) and AI algorithms, we are passionate about enhancing customer satisfaction and agent performance through our AI copilot for Agents and Admins. As a Principal Product Manager, you will define and implement the roadmap for some of our ML-powered features, driving the impact of our automation capabilities for our global customer base and delivering high-quality AI products at scale.

What You’ll Do:

• Define and own the product roadmap for a high-growth area focused on agent efficiency, automation, and customer satisfaction within the Zendesk platform

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

• Collaborate closely with a dedicated team of engineers, data scientists, product designers, and product marketers to drive cross-functional projects that excite and engage customers

• Communicate effectively across teams—including product marketing, sales, customer success, and advocacy—to take features from conception to launch

• Engage with customers, analyze product data, and conduct competitive research to develop and communicate a compelling vision for the evolution of our AI powered products

• Play a key role in Zendesk's mission to champion customer-facing teams by defining and delivering features that support our customers and contribute to our most meaningful business goals

What You Bring:

• 7+ years of Product Management experience, primarily in a fast-paced, agile software development environment

• 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

• Ability to balance long-term strategic vision with the delivery of incremental value to customers

• 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 in English tailored to diverse audiences, including customers, engineering teams, marketing, program management, and executives

• A strong desire for continuous learning and improvement, with a commitment to mentoring colleagues

• Experience in building and launching AI powered features

Nice to Have:

• Experience in the Customer Experience industry

• Previous experience launching Machine Learning-based features and products

• Familiarity with data analysis and the ability to develop KPIs or other data-driven metrics to demonstrate the value of features delivered

What We Offer:

• Being a part of an amazing and passionate team, dedicated to shaping what the future or customer relationships will be and working with the latest technologies

• Ownership of the projects you work on

• Feeling and seeing the impact your work has on our customers

• Lack of unnecessary meetings, no hidden agenda, focus on delivering software that's of high quality, reliable, and doing so quickly

• Openness to give and take feedback

• A competitive salary

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.