Senior Product Manager

Zendesk•Madison, WI

1d•Hybrid

About The Position

Zendesk builds AI-powered, customizable, and simple-to-use service software crafted to improve customer relationships. Many of the world’s favorite brands leverage our products to engage you as a customer. We lead the industry with beautifully simple software, and you’ve almost certainly interacted with it without knowing it! We’re looking for a Senior Product Manager to lead the following product area: An approvals workflow engine that can enable multi-step approval processes, improve productivity for our customers and can fast track our investments in Employee Services. Integration of Approvals steps and actions with the AI Agents integration platform and with the Zendesk MCP server for external Agentic AI to action upon approvals. In this role, you will collaborate closely with cross-functional teams, including engineering, design, marketing, and sales, to deliver a robust and user-friendly workflow solution that meets the needs of our customers. Your expertise in product management and deep understanding of workflow processes will be essential in driving the success of this initiative.

Requirements

Bachelor’s Degree, with 5 years of Product Management experience under your belt, delivering products that met business goals.
Your work experience will include customer-focused SaaS, designing and shipping “full-stack” from front-end, to back-end, and APIs.
A great collaborator that knows that to deliver anything of value is a team effort and likes to dig in with intelligent and passionate engineers to find the best solution to a problem.
Ability to understand complex systems, and balance appropriate tradeoffs between performance, cost, and user experience.
A self-starter with a bias for action who is motivated to solve problems and deliver results with an owner mentality.
Excellent verbal and written communication skills for varying audiences: customers, engineering, marketing, program management, and executives.
The drive to deeply understand our product, the market, our customers, and when to use the right data to measure success, using analytics tools to aid in decision-making.

Nice To Haves

Past experience building an enterprise product based on BPMN standards

Responsibilities

Be a subject matter expert in this product area, and work with customers both internal and external to understand their needs
Be a strategic leader for this area, setting and articulating a vision and roadmap
Drive the execution of new capabilities and enhancements with your own engineering teams as well as work cross-functionally with other product areas including, Integration partners and Go-To-Market teams (i.e. sales & customer success) to support their initiatives.
Advocate for a user-centric approach in product development.
Collaborate with UX/UI designers to create intuitive and engaging user interfaces that enhance the overall user experience.
Define OKRs, success metrics and review performance against those.
Be responsible for scaling these services to manage thousands of rule executions with minimum impact on the Zendesk infrastructure.