Product Management Leader for Employee Service Management

3 weeks ago

San Francisco, California, United States Zendesk Full time
About Zendesk

Zendesk is a global leader in customer service and employee service software, renowned for its powerful yet user-friendly solutions. At Zendesk, we believe in building better customer relationships through our suite of products that are smart, flexible, and reliable.

Job Description

We're looking for a Product Management Leader to accelerate new product capabilities and growth in the Employee Service Management market. This role has the opportunity to shape how employees across the world get help and service within their companies in the new automation-first service landscape, and to redefine the technology and tools that power these experiences.

Key Responsibilities
  • Provide specialized leadership, inspiration, and direction to the Product Management team focused on the ESM product line which includes HR Helpdesk, IT Helpdesk, and other internal and adjacent ESM use cases.
  • Collaborate closely with engineering, product design, marketing, customer success, sales, and finance teams to bring product capabilities to market and scale them.
  • Develop and articulate compelling roadmaps and strategies for the product line, informed by customer needs, market trends, and business objectives.
  • Engage directly with key enterprise customers, industry analysts, and other stakeholders to both evangelize Zendesk's products and brand, and to gather requirements and feedback specific to ESM.
  • Own and drive key performance indicators (KPIs) related to product adoption, customer satisfaction, and business impact.
  • Cultivate a culture of product excellence, fostering innovation and customer-centricity within the specialized Product Management team.
  • Provide mentorship and career development opportunities to team members, with a focus on skills relevant to ESM.
Qualifications
  • Bachelor's degree in Business, Computer Science, or a related field. MBA is preferred.
  • 10+ years of experience in product management, with at least 5 years focused on CX, ESM, or related fields.
  • Proven track record of delivering successful ESM or closely related products in a SaaS environment.
  • Strong technical acumen with the ability to interface effectively with engineering teams specializing in SaaS.
  • Exceptional leadership skills with demonstrated experience in leading specialized, cross-functional teams.
  • Excellent communication and presentation skills, both written and verbal, with the ability to articulate complex solutions clearly.
  • Ability to think strategically about the challenges specific to the ESM market and execute methodically.
  • Strong analytical and problem-solving skills with a focus on key metrics and user behavior.

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