Product Manager

Zendesk is seeking a talented Platform Product Manager to drive product delivery and strategic outcomes for the Engineering and Integration Shared Services (EISS) team, part of the CIO Strategy, Operations and Architecture (SOA) group. CIO SOA is a central element of the company’s technology and operational strategy and represents a critical investment in current and future strength of the company. The Platform Product Manager role focuses on defining, rationalizing  and prioritizing the product backlog for business-critical applications and processes, ensuring alignment with business objectives and customer needs.

The Product Manager will report directly to the EISS team Senior Manager and collaborate closely with cross-functional teams both inside and outside CIO SOA, including BSAs, Engineers, Project Delivery leads, Scrum Masters, Solution and Business Architects, and PMO, to deliver high-quality solutions and platform shared services. Acting as the primary liaison between the EISS team and business stakeholders, the Product Manager will facilitate effective communication, ensure that product initiatives meet strategic and tactical goals, and help ensure on-target delivery of these initiatives. 

This will be an ideal role for a systems-savvy product manager looking to build a Platform Product experience portfolio, or a senior BSA with strong analytical and operational experience looking to expand into the PM domain.

Responsibilities:

• Define Platform Product vision and strategy aligned with company goals and customer needs.
• Stay current on relevant solution and market trends and conduct ongoing discovery to identify ideal solutions for end-user needs.
• Define the end-to-end experience across people, processes, and technology to enhance product offerings.
• Serve as the primary contact for executive stakeholders and help manage relationships, gathering feedback to guide product development.
• Collaborate with the delivery team, including Business Systems Analysts (BSAs), Scrum Masters, Engineers, and Tech Leads, to ensure alignment on product priorities and technical feasibility.
• Make informed decisions on feature priority and scope, balancing technical constraints with business needs.
• Track product progress and performance, refining the backlog based on feedback and changing priorities.
• Provide stakeholders with updates through demos and performance reports.

Qualifications and Attributes:

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field; or a Bachelor’s degree in the hard sciences, together with relevant software industry experience.
• 5+ years of product management experience in SaaS or technology environments with a proven track record of successful product delivery.
• Strong understanding of platform engineering, integration technologies, and API management for effective communication with technical teams.
• Proven experience in Agile frameworks, facilitating Scrum practices, and managing cross-functional teams to ensure timely delivery.
• Excellent analytical abilities to leverage data for decision-making and performance monitoring.
• Strong communication skills to engage and influence diverse stakeholders, fostering collaboration and alignment.
• Strong career focus on process improvement and facilitating optimal outcomes with well-designed platform products and systems.
• Prior experience with enterprise SaaS systems and products in one or more of the Sales, Marketing, Finance and Customer Service domains.

Preferred Skills:

• Familiarity with data integration tools and platforms (e.g., Workato, AWS, Fivetran) to support product development.
• Facility with designing and deploying practical operational metrics using standard BI tools to assess and maintain platform product health.
• Experience in user testing and gathering feedback to drive product enhancements that meet end-user needs.
• Ability to mentor team members, fostering a collaborative and innovative team culture.
• Knowledge of industry best practices in product management and software development to ensure product success.
• Passion for technology and innovation, with a commitment to staying current with industry trends and advancements.

This is an important role that offers the opportunity to work closely with a wide range of stakeholders. However, it also requires availability three days a week from 12:00 PM to 8:00 PM.

About Zendesk

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. 

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products.  Based  in  San  Francisco,  Zendesk  has operations  in  the  United  States,  Europe,  Asia,  Australia,  and  South  America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.  

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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