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Senior Web Product Strategist

2 months ago

Madison, Wisconsin, United States Zendesk Full time
Job Overview

At Zendesk, we are dedicated to enhancing customer interactions through our cutting-edge CRM solutions. As a service-oriented CRM organization, we develop robust and customizable software aimed at fostering strong customer relationships. We value growth, innovation, and community engagement.

We are on the lookout for a Senior Web Product Strategist to oversee our Web Experience, a crucial role in shaping and managing Zendesk's digital footprint. This professional will lead the planning and implementation of our website initiatives and online self-service projects. The perfect candidate will combine technical expertise with outstanding stakeholder engagement abilities to elevate Zendesk's online environment, which includes our help center and community forums.

Key Responsibilities:

  • Visionary Leadership: You will articulate a comprehensive vision and guide your team to realize it, ensuring that all components work together to create a cohesive online experience for our users.
  • Technical Expertise: Your profound understanding of web development and project management will empower you to make strategic decisions that propel our self-service initiatives forward.
  • Stakeholder Management: You will adeptly handle the complexities of aligning diverse expectations and requirements, fostering collaboration to achieve shared objectives.
  • Customer Focus: Your strategies will prioritize the customer experience, aiming to deliver a consistent and enjoyable online journey across all Zendesk platforms.

What You Will Do:

  • Lead the strategy and implementation of projects on Zendesk's website, ensuring a high-quality online experience that aligns with our self-service business objectives.
  • Oversee the technical management of our online presence across Zendesk's web properties, with a focus on enhancing the help center and community forums to improve customer engagement.
  • Gain a comprehensive understanding of our prospects' and customers' user journeys to create exceptional experiences that convert visitors into loyal customers.
  • Work closely with cross-functional teams, including marketing, sales, customer success, creative, and product development, to synchronize online experience strategies with broader business goals.
  • Leverage data and customer insights to guide decision-making, continuously seeking opportunities to enhance the online experience and boost customer satisfaction.

Qualifications:

  • A minimum of 5 years' experience in a Web Product Manager, Web Producer, or similar role, with a strong emphasis on online experiences and self-service solutions.
  • Demonstrated leadership in driving web initiatives, particularly those that support Product Led Growth strategies.
  • In-depth technical knowledge of web technologies, UX/UI principles, and online customer engagement strategies.
  • Exceptional communication and stakeholder management skills, capable of fostering collaboration and steering projects to successful outcomes.
  • A proven track record of delivering projects that enhance customer experience and contribute to business growth.
  • Agile and adaptable, thriving in a fast-paced environment and navigating the challenges of a rapidly evolving digital landscape.

Work Environment:

In this position, you will primarily work remotely, supported by a dynamic and caring team. We provide the digital tools and experiences necessary to stay connected, even when apart. Our hybrid work model allows for flexibility, enabling you to join us at a Zendesk workspace or one of our flex office spaces as needed.

Inclusivity Commitment:

Zendesk is an equal opportunity employer, committed to fostering diversity, equity, and inclusion in the workplace. We consider applicants without regard to race, color, religion, national origin, age, sex, gender identity, sexual orientation, marital status, disability, or any other characteristic protected by applicable law.