Description:
We are seeking a Director of Product to help define the vision, strategy, and execution plan for the automation capabilities that are foundational to helping our clients deliver incredible customer experiences.
As a senior member of the Product Management team, you will collaborate with multiple cross functional teams responsible for advancing our automation capabilities across ML & self-service bots, agent experience, and CPaaS.
You've had experience with bots, automation, messaging, workflow and/or customer service software and have previously built thriving SaaS products or platforms. You also possess the unique combination of technical and commercial acumen needed to deliver successful product strategy.
You'll be leading a team working across customer/market analysis, requirements gathering, feature development, and engineering team influence. The ability to drive decision-making, present convincingly to executive leadership and maintain focus on customer needs is critical.
What You Get To Do Every Day
- You will be the head of product for our conversational AI and self-service bots capabilities working closely with engineering, product and design teams.
- Build a vision for bot and conversational automation capabilities at Zendesk in collaboration with our feature teams, articulate the customer & competitive landscape, and help us deliver a platform that meets those needs.
- Understand our current automation capabilities and spend time with customers to better understand what is working and where we have gaps.
- Collaborate with go to market, customer advocacy, and Voice of the Customer teams to understand our customers’ challenges and problems; obsess about making our bots and automation offerings intuitive, and our customers efficient and productive.
- Mentor and develop a team of product managers with deep subject matter expertise, while building strong and collaborative relationships with engineering and design leaders in order to deliver on your team’s vision.
- Develop and drive the implementation of Product Management processes within your org and contribute to the wider Product Management org within Zendesk.
What You Bring To The Role
- You have been a product leader at a startup or fast-growing SaaS company and have previous experience leading PM teams.
- Prior practical experience building and leading high performance product management teams.
- At least 5 years of experience in technology within high-paced, agile environments, preferably in the B2B Enterprise space; including daily interactions with software developers.
- You are technical enough to talk shop and collaborate with Zendesk engineers and help set a product vision that enables your engineering partners to then build the technology vision, in doing so you focus on business outcomes and advocate for the customer above all else.
- Innately passionate about engaging customers in an effort to understand their business operations and how we can continually improve to meet their needs.
- Ability to lead projects autonomously.
- Excellent verbal and written communication skills and the willingness to present and defend your ideas to other key team members, including executives and other product and engineering leaders.
- Proven product leadership (managing PMs, launching features, etc) and the ability to make and evolve decisions in rapidly changing environments.
- Ability to travel (once safe to do so, of course) occasionally to Montreal, San Francisco, Singapore, and Melbourne to collaborate with other Zendesk teams.