Senior Product Manager, AI Agents

Zendesk is at the forefront of enabling businesses to configure control and personalize next-generation AI agents. As Senior Product Manager for Agent Config & Personalization youll take ownership of developing and delivering features that allow customers to precisely manage their AI agents tone empathy behavior and configuration ensuring every deployment is adaptable and aligned to unique business needs.

This role is focused on building robust usable configuration frameworks and tools from custom instructions persona controls and permissions to intuitive admin and user-facing settings. Youll collaborate closely with engineers designers and researchers to deliver secure scalable and flexible capabilities for customers ranging from small businesses to global enterprises.

You bring a strong product discovery mindset and stay close to customers using feedback ongoing validation and openness to AI-powered prototyping and tooling to quickly bring the right experience to market

• Define and execute the product strategy for agent configuration and personalization including advanced controls for agent personality tone empathy and behavior.

• Enable customers to configure their AI agents conversational style and settings with intuitive tools (e.g. custom instructions empathy controls domain-specific guidance localization).

• Collaborate cross-functionally to integrate configuration and personality features into LLM-driven behaviors permissions frameworks and admin governance.

• Develop and iterate on UI surfaces and backend frameworks supporting flexible reliable agent configuration and management.

• Establish and measure KPIs for agent adoption configuration depth effective personalization and customer satisfaction.

• Partner across Product Engineering Design and Go-To-Market to ensure high-quality delivery and end-to-end alignment.

• Several years of product management experience delivering AI automation and/or B2B SaaS platforms.

• Strong familiarity with LLM technologies configuration frameworks and conversational or agentic AI including experience building personalization or tone-related features.

• Demonstrated ability to lead zero-to-one product initiatives rapid iteration and ongoing customer discovery with tangible results.

• Data-driven user-centric mindset; able to translate technical AI capabilities into practical customer-facing controls.

• Excellent communicator and collaborator across technical and non-technical teams.

• Experience building UX for agent personality tone or persona in AI-powered products.

• Knowledge of retrieval-augmented generation (RAG) LLM prompt tuning or agent safety and compliance.

• Background in customer service product development or platform extensibility.

• Deliver a configuration and personalization platform thats recognized for usability flexibility security and business value

• Customers deploy AI agents that reflect their requirements and branding with fast and effective customization options

• Zendesk AI Agents maintain a reputation for configurable enterprise-ready agentic AI

• Initial Call with Talent Team - 30 mins

• Hiring Manager Interview with a Group Product Manager AI Agents - 30 mins

• Case Study / Workshop - 1.5 hours

• Final interview with a Director of Product AI Agents - 45 mins

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