Vice President, Product, Employee Service Management

Job Description

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. We're looking for a VP of Product Management 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.

Job Description:

Zendesk is looking for an innovative and passionate product executive to lead business growth and product development for our Employee Service Management (ESM) products. The VP of Product Management will be critical in setting the strategy, vision, and roadmap for this specialized product line, while collaborating with cross-functional teams to drive growth and customer success in the ESM market. You will be responsible for defining and executing on a product strategy and growth strategy for the ESM market. You’ll work cross-functionally with partners across product and engineering, go-to-market, and finance to drive our growth and customer success 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. 

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.

Hybrid: 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.

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.