Senior Director, Product Management, Enterprise B2C Service

Job Description

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. 

We are looking for a Senior Director, Enterprise B2C Service to help define the future of our offering in the AI-first CS and ES space for the Enterprise Segment. As we redefine CS and ES software in an AI-first world, we must continue to deliver great experiences and capabilities to the Enterprise segment as we lead the industry in innovation and achieve the next phase of growth.

What you'll do:

Zendesk is looking for an innovative and passionate product leader to drive product development for B2C Enterprise Customers. This leader will be critical in defining the strategy, vision, and roadmap for this specialized set of customers, while collaborating with cross-functional teams to drive growth and customer success. 

You will be responsible for working with our largest customers to identify strengths and opportunities in our current products and our future vision. You’ll work cross-functionally with partners across product and engineering, design, go-to-market, and finance to plan our growth and product development goals. Additionally you will work closely with the executive team to define and shape the long term future of Zendesk’s products as we respond to the continually shifting market and technological landscape. 

This role requires deep technical expertise in SaaS Product Development, AI/ML products, and customer-centric delivery. The ideal candidate has experience in B2B SaaS, AI/ML, CS and/or enterprise software development and has led initiatives to serve large enterprise customers.

Key Responsibilities:

• Provide specialized and inspiring product leadership to stakeholders, customers and counterparts as we bolster our offerings for this segment.

• Collaborate closely with engineering, product design, marketing, customer success, sales, and finance teams to bring product capabilities to market and grow their adoption.

• Develop and articulate compelling roadmaps and strategies for the product line, informed by customer needs, key personas, 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.

• Own and drive key performance indicators (KPIs) related to product delivery, customer satisfaction, and business impact.

• Cultivate a culture of product excellence, fostering innovation and customer-centricity within Product Management.

• Provide mentorship and career development opportunities to product team members, with a focus on skills relevant to product management.

• Share your subject matter expertise and build knowledge and empathy across the business for the needs of this specific market. 

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 Enterprise SaaS. Experience with AI-powered CS workflows are a plus.

• Proven track record of delivering successful products in a SaaS environment.

• Strong technical acumen with the ability to interface effectively with customers, engineering teams and design teams.

• 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 CS market and execute methodically.

• Strong analytical and problem-solving skills with a focus on key metrics and user behavior.

This role is a rare opportunity to drive major customer and business outcomes in a high-growth environment. If you're passionate about building great products, we'd love to hear from you.

The US annualized base salary range for this position is $216,000.00-$324,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.