Lead, Product Strategy & Operations – AI Agents

Why this role is exciting:

• Shape how one of Zendesk's fastest-growing AI organizations makes product decisions.
• Work directly with Product leadership on strategic initiatives.
• Influence Product, Engineering, Customer Experience, GTM, and executive stakeholders.
• Improve how customer insights translate into better AI products.
• Build a durable Product Strategy and Operations capability for AI Agents while influencing outcomes across one of Zendesk’s most strategically important product areas.

What we're looking for:

• Several years of experience in Product Strategy & Operations, Product Operations, Product Management, Chief of Staff, or similar strategic operational roles within B2B SaaS.
• Experience partnering with senior Product, Design, or Engineering leaders in a complex, fast-moving product organization.
• Strong understanding of Product Development processes, customer discovery, product planning, and cross-functional execution.
• Exceptional organizational and operational skills, with a record of improving processes and bringing clarity to ambiguous, high-complexity environments.
• Strong analytical skills and experience translating customer feedback, product data, and business priorities into actionable recommendations and measurable outcomes.
• Excellent communication, stakeholder-management, and influencing skills, with the ability to engage executives and move complex work forward without formal authority.

Nice to have:

• Experience working on AI-powered or SaaS products.
• Familiarity with Product Development frameworks, Jira Plans, PDLC, or similar planning methodologies.
• Experience partnering with Customer Experience, Sales, Marketing, or Customer Success organizations.
• Experience improving product feedback loops, Early Access Programs, or customer engagement initiatives.
• Experience working across globally distributed Product Development and go-to-market teams.

We offer

#LI-MK12

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 with your specific accommodation request.

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