Senior Principal Product Manager, Marketplace & Ecosytem
Senior Principal Product Manager, Marketplace & Ecosytem
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Job Description
Job Description
Zendesk is a global leader in customer and employee experience software known for its intuitive scalable and intelligent solutions. We help organizations build stronger relationships by powering billions of conversations across email chat phone and more. As we move into an AIfirst era Zendesk is redefining the future of customer service and employee support with innovative intelligent products.
The Opportunity
Were seeking a Senior Principal Product Manager to define and drive a zerotoone strategy at the intersection of platform extensibility developer ecosystems and AIpowered applications. This strategic leadership role is critical in evolving our developer platform and marketplace into a modern scalable engine that enables developers and partners to create transformative AI apps and solutions across customer and employee service (CS & ES).
This is a unique opportunity to lead a crossfunctional charter that blends product vision partner engagement and technical platform developmentempowering developers through nextgen APIs tools and a vibrant Marketplace Ecosystem
What Youll Own
Platform & Product Strategy
Define and deliver the roadmap for Developer Experience (DevEx) across API platform SDKs CLI and nocode/procode workflows
Partner with internal product teams to bootstrap extensibility primitives: Zendesk App Framework (ZAF) Action Flows connectors and AI agent integrations
Build a composable system that enables creation testing and deployment of reusable solutionstemplates AI workflows industry bundles
Marketplace Growth & Enablement
Drive Marketplace evolution to support monetization discoverability and partnerled innovation
Introduce scalable revenue models app lifecycle tooling and enablement programs
Champion partner success through improved onboarding developer docs and training programs
Developer & Ecosystem Engagement
Launch and scale a worldclass Developer Portal with a frictionless onboarding experience
Work closely with internal teams and external developers to foster adoption and feedback loops
Represent Zendesk in developer forums events and advisory boards
CustomerCentric Innovation
Enable customers to discover adopt and request AIdriven apps and integrations
Curate and package customercentric solution bundles through inproduct experiences
Facilitate a usercontributed app model to expand Zendesks ecosystem organically
Execution & Impact
Define clear KPIs: developer NPS API usage app adoption GMV of Marketplace partner CSAT
Collaborate crossfunctionally with product design engineering sales and marketing
Translate vision into tangible business outcomes and sustained platform growth
What You Bring
12 years of product management or platform strategy experience in B2B SaaS; prior ownership of Developer Platforms or Ecosystems required
Deep technical understanding of API ecosystems AI/ML workflows integration frameworks and developer tools
Demonstrated success in building marketplaces or extensible app frameworks
Experience in launching 01 initiatives in highly dynamic techforward environments
Proven leadership in engaging and influencing internal/external stakeholders at all levels
Strong business and customer acumen; ability to translate developer needs into platform success
Clear concise communicator with a bias toward action and continuous learning
Preferred
Familiarity with modern AI app builder technology and ecosystems as well emerging technologies like MCP (Model Context Protocol)
The intelligent heart of customer experience
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.
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.
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 preemployment testing or otherwise participate in the employee selection process please send an email to with your specific accommodation request.
Required Experience:
Staff IC
Employment Type
Full-Time
