Group Product Manager, AI Agent Config & Integrations (AI Agents)

Job Description

Zendesk is defining the future of agentic AI for customer experience, and at the heart of this transformation are our Agent Config & Personalization and Integrations tribes. As Group Product Manager (GPM) spanning both domains, you’ll drive the strategy and execution for foundational AI-powered configuration and extensibility capabilities that power Zendesk’s next-generation AI agents.

In this cross-tribe leadership role, you’ll set vision, coach high-performing product managers, and align delivery across teams at the core of Zendesk’s AI ecosystem. From empowering customers to tailor the behavior and personality of their AI agents – including configurable tone, empathy, and custom behavioral instructions – to building scalable and secure configuration and integration systems, you’ll ensure our platform enables outstanding, personalized customer service at scale.

As GPM, you’ll champion strong product discovery practices – staying close to customers, validating assumptions through regular engagement, and encouraging openness to AI-enabled prototyping and the use of AI-powered tools across the team. You’ll orchestrate end-to-end delivery with AI research, AI and platform engineering, product design, and customer development teams. Your mission: to make Zendesk AI agents configurable, deeply personalized in both function and personality, and easily integrated for every user’s unique needs.

Key Responsibilities:

• Own and drive the holistic product strategy for both Agent Config & Personalization and Integrations tribes, delivering vision, roadmap, and execution that link platform capabilities with market needs

• Lead and grow a team of Product Managers, providing mentorship, structure, and direction to unlock their impact across tribes

• Champion agentic AI and LLM-driven workflows – maximize configurability, extensibility, and security without compromising usability or AI performance

• Create frameworks and tools enabling customers to define and manage their bot’s personality, including custom instructions, tone, domain-specific behaviors, and empathy settings

• Partner with AI engineering and product design to define modular, scalable frameworks for agent configuration, orchestration, and integration pipelines

• Engage regularly with enterprise customers, emerging AI technology, and platform partners to anticipate future requirements and differentiate Zendesk in the market

• Define and track success metrics for AI-agent adoption, integration quality, personality customization usage, and customer satisfaction

• Align cross-functional partners across Product, Engineering, Forward Deployment, Sales, GTM, and Customer Success, driving commercialization and operational excellence

Required Qualifications:

• Significant product management experience with exposure to AI, agentic architectures, or LLM-driven SaaS products

• 2+ years’ experience managing PMs or leading multi-team product organizations in high-scale B2B environments

• Evidence of success launching complex, scalable configuration, extensibility, or integration platforms – ideally for AI or automation products

• Strong technical fluency with APIs, AI / LLM ecosystems, configuration management, and security / compliance best practices

• Passion for conversational design and experience delivering products with customizable user experiences, including personality, tone, or empathy features

• Exceptional stakeholder engagement and communication ability across technical and non-technical audiences

Bonus Qualifications:

• Experience with customer service and CX platforms, marketplace/API design, or custom workflow builders

• Prior leadership of cross-domain or matrixed product teams

• Deep knowledge of LLM prompt configuration, retrieval-augmented generation (RAG), or customizable AI agent frameworks

Success in the Role:

• Positioned as the strategic product leader for configuration and integration in Zendesk’s AI ecosystem

• Teams deliver platform features enabling customers to customize, personalize (including bot personality), and integrate Zendesk AI Agents for real-world use at scale

• Seamless, secure integrations drive agent adoption across Zendesk and partner environments

• Market recognition for Zendesk’s configurabil