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About the Role

Zendesk is seeking an experienced Senior Director of Product Management to lead the strategy, development, and go-to-market execution for the Customer Observability product portfolio, focusing on AI Agentic Actionability and extended ecosystems for AI-driven resolutions. This leader will define the vision, strategy, and roadmap for unified customer observability experiences across various AI and related technologies, translating complex capabilities into customer and business outcomes.

Responsibilities

Define and execute the product vision, strategy, and roadmap for Customer Observability product portfolio in the realm of AI-driven resolutions.
Lead the development of unified observability solutions across AI Agents and Agentic workflows, Custom Agents, Workflows and orchestration, Custom Business Logic, Analytics and reporting, Knowledge systems, Headless experiences, and Integrations, APIs, and external ecosystem interactions.
Establish how customers can monitor, understand, evaluate, debug, govern, and optimize AI-powered experiences throughout their lifecycle.
Identify opportunities to enable AI Agents to take meaningful, secure, and measurable actions across internal and external systems.
Drive product discovery through customer research, market analysis, competitive intelligence, data, experimentation, and direct engagement with customers and partners.
Translate complex technical concepts into clear product requirements, customer value propositions, and differentiated experiences.
Partner with Engineering and Architecture to design scalable, reliable, secure, and extensible platform capabilities.
Guide the adoption of evolving AI technologies, protocols, frameworks, and interoperability standards that enable agentic interactions and actionability.
Build and maintain a comprehensive product roadmap aligned with customer needs, company strategy, technical feasibility, and business impact.
Lead cross-functional teams through the complete product lifecycle, from strategy and discovery through development, launch, adoption, and continuous improvement.
Develop product success metrics and operational mechanisms to measure customer value, system performance, quality, reliability, safety, and business outcomes.
Partner with Marketing, Sales, Enablement, and Customer Success to develop positioning, packaging, pricing, launch plans, and go-to-market strategies.
Lead major product launches and ensure effective customer adoption, education, and lifecycle engagement.
Build strong relationships with customers, partners, analysts, and industry communities to represent Zendesk’s product vision and gather market insight.
Help recruit, coach, and develop a high-performing product management organization.
Establish strong product management practices, including prioritization, decision-making, stakeholder alignment, and executive communication.
Advocate for responsible AI, privacy, security, transparency, and governance throughout the product development process.

Requirements

15+ years of overall industry experience, including at least 8 years of product management experience.
Significant experience leading product strategy and execution for complex, technically sophisticated platforms or enterprise software products.
Deep, hands-on expertise building and bringing observability products to market, including experience with product discovery, development, commercialization, and go-to-market launch.
Strong understanding of the Customer Observability ecosystem and end-to-end observability for AI-powered systems, including relevant concepts such as Agent behavior and workflow traces, Quality, accuracy, latency, cost, and reliability monitoring, Evaluation and testing, Analytics and reporting, Debugging and root-cause analysis, Governance, safety, and auditability, Knowledge and retrieval observability, Integration and system-level monitoring.
Experience defining products across multiple layers of a platform, including AI Agents, Custom Agents, workflows, custom business logic, analytics, knowledge, APIs, and headless experiences.
Strong familiarity with current AI technologies, architectures, and protocols that support AI Agentic Actionability and interactions with internal and external ecosystems.
Understanding of agentic systems, tool use, orchestration, memory, retrieval, model interactions, and secure execution of actions.
Familiarity with evolving OpenTelemetry standards, frameworks, instrumentation approaches, and related observability practices.
Ability to understand and communicate complex technical topics, including distributed systems, APIs, event-driven architectures, data platforms, AI/ML systems, and cloud technologies.
Demonstrated success developing and executing go-to-market strategies for new products or major platform capabilities.
Experience managing and influencing through organizational complexity, ambiguity, and rapid technological change.
Excellent written, verbal, and executive communication skills.
Proven ability to attract, develop, and lead high-performing product management teams.
Strong customer orientation, strategic judgment, analytical ability, and operational discipline.

Skills

Product Management
AI Technologies
Observability Products
Customer Observability
AI Agentic Actionability
AI-driven Resolutions
Product Strategy
Roadmap Development
Go-to-Market Execution
Customer Research
Market Analysis
Competitive Intelligence
Data Analysis
Experimentation
Cross-functional Leadership
Platform Architecture
AI Protocols
Interoperability Standards
Product Lifecycle Management
Product Launch
Customer Engagement
Partner Management
Analyst Relations
Industry Community Engagement
Team Development
Product Management Practices
Prioritization
Decision Making
Stakeholder Alignment
Executive Communication
Responsible AI
Privacy
Security
Transparency
Governance
OpenTelemetry
Distributed Systems
APIs
Event-driven Architectures
Data Platforms
AI/ML Systems
Cloud Technologies
Agent behavior and workflow traces
Quality, accuracy, latency, cost, and reliability monitoring
Evaluation and testing
Debugging and root-cause analysis
Governance, safety, and auditability
Knowledge and retrieval observability
Integration and system-level monitoring
Agentic systems
Tool use
Orchestration
Memory
Retrieval
Model interactions
Secure execution of actions
AI Agentic Actionability
AI Agentic interactions
AI Agentic workflows
AI Agents
Custom Agents
Workflows
Custom Business Logic
Analytics
Knowledge systems
Headless experiences
Integrations
APIs
External ecosystem interactions
AI observability
LLM observability
Agent evaluation
AI governance
Production monitoring for AI-powered applications
AI agent protocols
Tool and function calling
Interoperability frameworks
Model context patterns
Workflow orchestration
Secure agent-to-system interactions
Developer platforms
SDKs
Event streams
Extensible ecosystems
Data platforms
Analytics products
Telemetry pipelines
Distributed tracing
Metrics
Logs
Real-time monitoring
Enterprise customers
Multi-system environments
Standards bodies
Open-source communities
Technology partners
Developer ecosystems
Responsible AI practices
Security
Privacy
Compliance
Explainability
Human oversight
Risk management

Location

San Francisco

Work Type

Hybrid

Experience Level

Senior Director
15+ years of overall industry experience
8+ years of product management experience

Education Level

Bachelor’s degree in Computer Science, Engineering, Business, or a related field; advanced degree preferred but not required.

Salary/Compensations

$283,000.00-$425,000.00

Benefits

Bonus
Benefits
Related incentives

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.