Posted 24 days ago by


San Francisco, CA, United States
Employment: Full Time Experience: Senior

Your mission is to transform Zendesk’s products into a fully-integrated suite of customer engagement tools. To do this, you will build the future of critical Zendesk shared services used by hundreds of thousands of customers across our family of products. You will set the vision for our Shared Services product team and own delivering the roadmap. You will collaborate with our global product teams across our family of products to drive critical multi-product adoption metrics as we grow towards being a $1B revenue company by 2020.

The Shared Services product team at Zendesk currently includes: Core Services (Accounts, Users, Authentication), Billing, Product Administration, Notifications, Security Development, and Abuse Prevention.

As Director of Product for Shared Services, you will be leading a team of driven and empowered product managers and overseeing the priority of work for multiple development teams. You will work with our customers, partners and internal development teams to produce a strategic vision for our growing portfolio of shared services. You will help tie together our family of products into a cohesive and beautifully simple customer experience.

What you will do everyday
  • Own Zendesk’s shared services vision, and work closely with engineering and product leadership to set goals and milestones to achieve that vision
  • Manage a team of Product Managers for our shared services, providing mentorship and career development for a strong team of PMs already in place, while growing the team over time
  • Collaborate with internal feature development teams to drive integrations and align shared services with feature roadmaps, with a focus on multi-product adoption and a better cross-product user experienceLead the integration of current and future acquisitions onto the Zendesk services platform
  • Partner closely with our customer success, customer support, and sales teams to bring a customer-focused approach to shared services
  • Distill Zendesk’s competitive positioning, customer research, and new technology developments into a clear platform strategy that will differentiate our product suite in the mid-market and enterprise space
What you bring to this role
  • You are already an accomplished product leader at a startup or fast growing SaaS company, and are managing a team of PMs
  • Minimum 5 years of experience in product management within high paced, agile software-as-a-service environments, preferably in the B2B Enterprise space; including daily interactions with designers and software developers
  • Technical proficiency is a must (engineering background is a nice to have), as you will need to be able to communicate with platform engineering teams and help drive decisions
  • Ability to set the direction and lead a large team without a lot of oversight
  • Ability to lead projects autonomouslyExcellent verbal and written communication skills and the willingness to present and defend your ideas to other key stakeholders, including executives and other product leaders
  • Proven product leadership and the ability to make decisions without perfect informationAbility to travel occasionally to Dublin, Ireland and Melbourne, Australia to interface with other Zendesk teams
  • Innately passionate about developer experience and new technologies, with a platform-first mentality; you have working knowledge of web architecture, service and API design and stay current with development trends

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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