Senior Product Manager

Job DescriptionAt Zendesk, we firmly believe that building outstanding products starts with exceptional people.We are seeking a seasoned Senior Product Manager to join our expanding Contact Center Product Team to own and drive the product strategy  and execution for key areas within our portfolio.Zendesk for Contact Center is a new innovation center at Zendesk that’s focused on developing advanced AI-powered Contact Center products. Our mission is to make every single customer interaction exceptional by combining the ease-of-use of Zendesk with the resilient infrastructure of AWS.In this role, you will oversee multiple facets of the product, collaborating closely with cross-functional teams to design and deliver user-centric solutions that address real-world challenges and drive business success. You will play an integral role in shaping and executing our product vision as we accelerate growth.The ideal candidate combines strategic insight with technical expertise and strong business acumen. You possess excellent communication skills, sharp analytical abilities, and a high level of energy. We need a hands-on leader who can dive in immediately, contribute individually, and inspire the team to sustain ongoing success. You are a proactive self-starter who thrives in fast-paced environments and consistently delivers results — and, of course, a genuinely great person to work with.What you'll do:Develop a deep understanding of your customer. Define the vision and strategy for your product area Champion your product and collaborate with other product teams on dependencies & opportunities to build a holistic user experience across the Zendesk portfolioCollaborate with a cross-functional scrum team consisting of engineering, product, design and QA on: product ideation and discovery, defining requirements and delivery to bring to life exceptional customer experiencesDefine success metrics and make data-driven decisions to drive your product forwardPartner with our Platform Architects and Advocacy teams to ensure customers are successful with new features and improvementsCollaborate with Product Marketing on GTM initiativesCommunicate confidently and frequently to the Leadership team and wider business about your vision, roadmap, features, decisions and insights both on a technical and business level.Drive the Agile development process, including sprint planning, backlog grooming, and sprint reviews.Conduct regular meetings and communicate effectively with global teams to foster collaboration and ensure alignment.Collaborate with stakeholders to define product requirements, prioritize features, and create product roadmaps.Conduct market research and analysis to identify customer needs and competitive landscape.Translate product vision and customer feedback into clear product specifications and user stories.What you bring:Over 5 years of experience in technical product management, consistently driving successful outcomes.Proven track record of empowering cross-functional teams to deliver high-quality work within a positive and collaborative environment.Strong technical background with the ability to understand, evaluate, and discuss complex technical integrations and architectural frameworks.Skilled at managing competing priorities effectively in fast-paced, dynamic settings.Deep understanding of software development methodologies, including Agile, with enthusiasm for collaborating across product teams to drive continuous improvement.Expertise in deriving actionable insights from data and engaging with customers to uncover new product opportunities.Comfortable spearheading greenfield projects, making strategic decisions to define and scope innovative products.Demonstrated self-motivation and autonomy in delivering impactful results.Exceptional communicator with excellent interpersonal skills, thriving in collaborations with global teams.Outstanding project management and organizational capabilities, adept at prioritizing and juggling multiple concurrent tasks.Strong analytical and problem-solving skills, adept at navigating complex technical challenges.Proficient in interpreting API documentation and conceptualizing creative, practical solutions.Passionate about delivering results and continuously growing through learning and curiosity.Experience in SaaS environments, with preferred knowledge of AWS technologies.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.  Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.#LI-UK1Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.