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Zendesk is seeking a Lead, Product Strategy & Operations to serve as a strategic operating partner to the AI Agents Product leadership, coordinating with cross-functional teams to drive operational excellence, alignment, and data-informed product strategy. This highly cross-functional individual contributor role will connect customer insights, product priorities, and business initiatives into executive-ready recommendations, emphasizing value from existing Product Development programs rather than creating new processes. Responsibilities include delivering an integrated view of AI Agents priorities, dependencies, and strategic decisions; translating customer feedback and data into product planning; and driving alignment across Product Development, Customer Experience, GTM, Data, and other partners while optimizing planning, discovery, launch, and engagement processes and measuring impact. Requirements include several years in Product Strategy & Operations or related strategic roles in B2B SaaS, experience partnering with senior leaders, strong understanding of product development and cross-functional execution, and strong analytical and communication skills; nice-to-haves include AI-powered or SaaS experience and familiarity with frameworks like Jira Plans/PDLC and cross-location collaboration. The role offers the chance to influence one of Zendesk's fastest-growing AI units, work with senior leaders on strategic initiatives, and build a durable Product Strategy and Operations capability, with Zendesk supporting hybrid work and a commitment to diversity, equity, and inclusion, plus AI screening as part of the hiring process.

Zendesk is seeking a Senior Product Manager for Agent Config & Personalization who will own features that let customers finely control their AI agents’ tone, empathy, behavior, and configuration, building robust frameworks including custom instructions, persona controls, and admin/user settings. The role involves collaborating with engineers, designers, and researchers to deliver secure, scalable, and flexible capabilities for a range of customers, guided by a strong product-discovery mindset and ongoing user feedback. Key responsibilities include defining the strategy for agent configuration and personalization, enabling intuitive tools for conversational style and domain-specific guidance, integrating these features with LLM-driven behaviors and governance, and iterating on UI and backend frameworks while tracking KPIs for adoption and satisfaction. Required qualifications include several years of product management experience in AI, automation, or B2B SaaS, familiarity with LLMs and personalization or tone features, a history of zero-to-one initiatives and customer discovery with measurable results, and a data-driven, cross-functional, user-centric mindset; bonus qualifications cover UX for agent personality, RAG/prompt tuning, and safety or compliance. Zendesk emphasizes an inclusive, hybrid workplace and may use AI screening for applications in accordance with policy, and outlines its equal-opportunity commitment plus accommodations; the interview process includes an initial Talent Team call, a Hiring Manager interview, a case-study workshop, and a final interview with leadership.