Senior Product Manager - Remote, United States - Zendesk

Description

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Job Description

What you'll be doing

As a Sr. Product Manager, you will be responsible for understanding customer needs and driving the strategic vision for Zendesk Ticketing features and setting standards and KPIs for measuring feature adoption success, You will quickly grow to become a Subject Matter Expert on the Zendesk ticketing product and work across multiple scrum teams 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 to identify the impact of performance and scale inefficiencies on any new features being built and be product savvy to prioritize a roadmap that is a mixed bag of adding new features, improving existing features, integrating with other Zendesk services and addressing customer issues.

Responsibilities

• Work with our global success, engineering, product marketing, data & support teams in an agile manner to bring new products and features to the market
• Work with customers, partners, and cross-functional teams to set the short term and long term roadmap for ticketing feature enhancements and performance improvements
• Focus on gathering and reporting on metrics for product launches and performance benchmarks
• Be an advocate for simplicity, style, appeal, usability, and customer-centric design in every product discussion

Basic Qualifications

• 3+ years of experience in product management within a high-paced, agile software development environment.
• Experience that demonstrates your abilities in leading strategic direction as well as supporting and developing product managers and/or engineers. You inspire trust in others
• History of shipping, maintaining and improving impactful, scalable and reliable products that move the business forward
• 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

• Master's Degree plus 5 years or more of experience as a product, or engineering leader.
• Experience, ideally with a data-driven enterprise-scale B2B SaaS product
• Working knowledge of metric gathering and dashboarding tools such as Pendo, Google Data Studio or Tableau
• Experience working with ETL, relational databases, and NoSQL data storage technologies such as DynamoDB, Elastic Search, and Aurora mySQL

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.

The US annualized base salary range for this position is $140,000.00-$210, This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

About Zendesk - Champions of Customer Service

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you're collaborating from your home office, a Zendesk workspace, or the kitchen table, you're part of one team at Zendesk.

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 with your specific accommodation request.