M+E Technology Job Board

Senior Product Manager, Machine Learning

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Who we’re looking for

The team at Zendesk is constantly rethinking how the future of outstanding software will look like for our customers all over the world. We’ve done so successfully over the last couple years, and we know it takes an amazing team to build fantastic products. That is why we are looking for a highly technical Senior Product Manager who loves to tackle complex problems to join that team and help us shape our vision. Does that sound like you? If so, be sure to read on!

Our team is responsible for helping Customer Experience teams to achieve their best, by thoughtfully solving repetitive work, so they can shift their focus to solving more sophisticated problems. We use the latest trends in Machine Learning and AI algorithms to help us on that mission, and we are passionate about empowering our customers!

As a Senior Product Manager, you’ll be responsible for defining and implementing the roadmap for some of our ML-powered features, accelerating the impact of our automation capabilities to our customer base, and delivering high-quality ML and AI products at a scale that most companies only dream of.

What you’ll be doing

Define and be responsible for the product roadmap and prioritization of an evolving, high-growth product area impacting agent efficiency, automation, and deflection of the Zendesk platform

Combine customer insights, market trends, and our vision of delivering powerful capabilities in a simple way

Work closely with a dedicated team of engineers, scientists, product designers, product marketers to deliver cross-functional projects that excites customers

Communicate and collaborate across cross-functional teams – product marketing, sales, success, and advocacy to take features from idea to launch

Meet with amazing customers, analyze product data, and research competitors to develop and communicate a vision for how we will keep building a phenomenal product/business

Be a key part of Zendesk’s mission of championing customer-facing teams; defining and delivering features that support our customers and helping us meet some of our most meaningful business goals

What you bring to the role

Basic Qualifications:

4 years of Product Management experience under your belt, and you’ve spent most of that time working within a high-paced, agile software development environment

Strong prioritization skills: ability to understand the impact on customers and business

Experience using qualitative and quantitative research of customer needs to develop product roadmaps

Experience balancing long term strategy and delivering incremental value to customers along the way

A self-managed and dedicated approach with the ability to work independently

Strong problem-solving capabilities as well as the flexibility (of working style) to deal with changing and conflicting priorities

Excellent written communication skills for varying audiences: customers, engineering, marketing, program management, and executives

Desire for learning, continually developing your skills, contributing to how we could work better, but also mentoring your colleagues

Preferred Qualifications:

Experience working in the Customer Experience industry

Previous experience shipping Machine Learning based features and products

Familiarity with data analysis and an ability to develop KPIs or other data-driven metrics to prove the value of features you’ve brought to market