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About the Role

Zendesk is seeking an experienced Lead, Product Strategy & Operations to partner with AI Agents Product leadership. This role will drive operational excellence, cross-functional alignment, data-informed product strategy, and process improvement within the AI Agents organization, connecting customer insights and product priorities to enable better decision-making.

Responsibilities

Partner with Product leadership to create an integrated view of AI Agents priorities, initiatives, dependencies, and strategic decisions, translating this into executive-ready recommendations.
Connect customer insights and data to product strategy by informing product planning and prioritization with customer feedback, Early Access Programs, and product data.
Drive cross-functional alignment across Product Development, Customer Experience, Go-to-Market, and Data teams through clear operating rhythms and follow-through.
Optimize Product Development programs by improving existing planning, discovery, launch, and customer-engagement processes.
Drive operational excellence and continuous improvement by identifying process gaps, developing recommendations, and measuring improvement impact.

Requirements

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.

Skills

Product Strategy & Operations
Product Operations
Product Management
Chief of Staff
B2B SaaS
Product Development processes
Customer discovery
Product planning
Cross-functional execution
Organizational skills
Operational skills
Process improvement
Analytical skills
Communication skills
Stakeholder management
Influencing skills
AI-powered products
SaaS products
Product Development frameworks
Jira Plans
PDLC
Customer feedback loops
Early Access Programs
Customer engagement initiatives

Location

Global

Work Type

Hybrid

Experience Level

Experienced

About the Company

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.

Equal Opportunity

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 peopleandplaces@zendesk.com with your specific accommodation request.