Principal Product Manager, AI Copilot

at  Zendesk

JOB DESCRIPTION

Our team is dedicated to empowering Customer Experience (CX) teams by automating repetitive tasks, allowing them to focus on more sophisticated customer interactions. Leveraging the latest advances in LLMs, Machine Learning (ML) and AI algorithms, we are passionate about enhancing customer satisfaction and agent performance through our AI copilot for Agents and Admins. As a Principal Product Manager, you will define and implement the roadmap for some of our ML-powered features, driving the impact of our automation capabilities for our global customer base and delivering high-quality AI products at scale.

THE INTELLIGENT HEART OF CUSTOMER EXPERIENCE

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees 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, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here .
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request

• Define and own the product roadmap for a high-growth area focused on agent efficiency, automation, and customer satisfaction within the Zendesk platform
• Synthesize customer insights, market trends, and our vision to deliver powerful capabilities in a user-friendly manner
• Collaborate closely with a dedicated team of engineers, data scientists, product designers, and product marketers to drive cross-functional projects that excite and engage customers
• Communicate effectively across teams—including product marketing, sales, customer success, and advocacy—to take features from conception to launch
• Engage with customers, analyze product data, and conduct competitive research to develop and communicate a compelling vision for the evolution of our AI powered products
• Play a key role in Zendesk’s mission to champion customer-facing teams by defining and delivering features that support our customers and contribute to our most meaningful business goals