Lead, Product Strategy & Operations – AI Agents

Zendesk is transforming customer service through AI and our AI Agents organization is at the center of that transformation. Were looking for an experienced Lead Product Strategy & Operations to join the Product Strategy and Operations team and serve as a strategic operating partner to AI Agents Product leadership. This role will work closely with the AI Agents Product Development team and cross-functional partners including Go-to-Market teams to drive operational excellence cross-functional alignment data-informed product strategy and continuous process improvement.

This is a highly cross-functional strategic individual contributor role. Youll work alongside Product leaders to connect customer insights product priorities and business initiatives into a clear actionable view that enables better decision-making across the organization.

Rather than building new operational processes from scratch youll help the team get the most value from existing Product Development programs improve how they work for AI Agents and ensure Product teams can effectively engage with customers and cross-functional stakeholders.

• Partner with Product leadership to create a clear integrated view of AI Agents priorities customer-impacting initiatives dependencies and strategic decisions and translate that view into executive-ready recommendations and communications.

• Connect customer insights and data to product strategy by working with the broader Product Strategy and Operations team to ensure customer feedback Early Access Programs product data and other signals inform product planning and prioritization.

• Drive cross-functional alignment across Product Development Customer Experience Go-to-Market Data and other partners through clear operating rhythms ownership and follow-through.

• Optimize Product Development programs by helping AI Agents teams get greater value from existing planning discovery launch and customer-engagement processes and driving focused improvements with program owners.

• Drive operational excellence and continuous improvement by identifying friction and process gaps developing actionable recommendations with the Product Strategy and Operations team and measuring the impact of agreed improvements

• 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.

• 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.

• Shape how one of Zendesks 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 Zendesks most strategically important product areas.

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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.

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Zendesk is an equal opportunity employer and were 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.

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