Senior Product Manager

<h2>Job Description</h2><p></p><p><span>At Zendesk, we firmly believe that building outstanding products starts with exceptional people.</span></p><p></p><p><b><span>We are seeking a seasoned Senior Product Manager to join our expanding Contact Center Product Team to own and drive the product strategy  and execution for key areas within our portfolio.</span></b></p><p></p><p><span>Zendesk for Contact Center is a new innovation center at Zendesk that’s focused on developing advanced AI-powered Contact Center products. Our mission is to make every single customer interaction exceptional by combining the ease-of-use of Zendesk with the resilient infrastructure of AWS.</span></p><p><span>In this role, you will oversee multiple facets of the product, collaborating closely with cross-functional teams to design and deliver user-centric solutions that address real-world challenges and drive business success. You will play an integral role in shaping and executing our product vision as we accelerate growth.</span></p><p><span>The ideal candidate combines strategic insight with technical expertise and strong business acumen. You possess excellent communication skills, sharp analytical abilities, and a high level of energy. We need a hands-on leader who can dive in immediately, contribute individually, and inspire the team to sustain ongoing success. You are a proactive self-starter who thrives in fast-paced environments and consistently delivers results — and, of course, a genuinely great person to work with.</span></p><p></p><h2>What you'll do:</h2><ul><li><p><span>Develop a deep understanding of your customer. Define the vision and strategy for your product area </span></p></li><li><p><span>Champion your product and collaborate with other product teams on dependencies &amp; opportunities to build a holistic user experience across the Zendesk portfolio</span></p></li><li><p><span>Collaborate with a cross-functional scrum team consisting of engineering, product, design and QA on: product ideation and discovery, defining requirements and delivery to bring to life exceptional customer experiences</span></p></li><li><p><span>Define success metrics and make data-driven decisions to drive your product forward</span></p></li><li><p><span>Partner with our Platform Architects and Advocacy teams to ensure customers are successful with new features and improvements</span></p></li><li><p><span>Collaborate with Product Marketing on GTM initiatives</span></p></li><li><p><span>Communicate confidently and frequently to the Leadership team and wider business about your vision, roadmap, features, decisions and insights both on a technical and business level.</span></p></li><li><p><span>Drive the Agile development process, including sprint planning, backlog grooming, and sprint reviews.</span></p></li><li><p><span>Conduct regular meetings and communicate effectively with global teams to foster collaboration and ensure alignment.</span></p></li><li><p><span>Collaborate with stakeholders to define product requirements, prioritize features, and create product roadmaps.</span></p></li><li><p><span>Conduct market research and analysis to identify customer needs and competitive landscape.</span></p></li><li><p><span>Translate product vision and customer feedback into clear product specifications and user stories.</span></p></li></ul><h2>What you bring:</h2><ul><li><p><span>Over 5 years of experience in technical product management, consistently driving successful outcomes.</span></p></li><li><p><span>Proven track record of empowering cross-functional teams to deliver high-quality work within a positive and collaborative environment.</span></p></li><li><p><span>Strong technical background with the ability to understand, evaluate, and discuss complex technical integrations and architectural frameworks.</span></p></li><li><p><span>Skilled at managing competing priorities effectively in fast-paced, dynamic settings.</span></p></li><li><p><span>Deep understanding of software development methodologies, including Agile, with enthusiasm for collaborating across product teams to drive continuous improvement.</span></p></li><li><p><span>Expertise in deriving actionable insights from data and engaging with customers to uncover new product opportunities.</span></p></li><li><p><span>Comfortable spearheading greenfield projects, making strategic decisions to define and scope innovative products.</span></p></li><li><p><span>Demonstrated self-motivation and autonomy in delivering impactful results.</span></p></li><li><p><span>Exceptional communicator with excellent interpersonal skills, thriving in collaborations with global teams.</span></p></li><li><p><span>Outstanding project management and organizational capabilities, adept at prioritizing and juggling multiple concurrent tasks.</span></p></li><li><p><span>Strong analytical and problem-solving skills, adept at navigating complex technical challenges.</span></p></li><li><p><span>Proficient in interpreti