Principal Product Manager
ZendeskAbout the role
Job Description
Zendesk delivers AI powered service software, designed for humans. We are looking for a Principal Product Manager to lead functionality that helps our customers design and implement their processes 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 Principal Product Manager, you will be responsible for understanding customer needs, driving both the strategic vision and delivery of Tasks and Approvals. You will quickly grow to become a Subject Matter Expert on Zendesk’s employee service offering, 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, and be product savvy to prioritize an impactful roadmap.
Responsibilities
Define and own the product roadmap for a high-growth area focused on agent efficiency, and process automation within the Zendesk platform.
Synthesize customer insights, market trends, and our vision to deliver powerful capabilities in a user-friendly manner
Collaborate closely with 1 or 2 teams 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
7+ 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, 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.
Experience within the field of enterprise service management and/or ITSM.
Working knowledge of metric gathering and dashboarding tools.
Experience delivering features that include ML and AI.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection
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