Posted a month ago by


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

We are looking for someone to join our product strategy team, helping us to develop and execute on our long-term product & platform strategy and cross-product roadmap. Zendesk has established itself as a market leader in customer support with plenty of room for growth to come in our home market. At the same time we are taking advantage of big changes in the larger customer engagement landscape. We have a massive market opportunity, but it is fraught with strategic pitfalls and operational challenges. Fun times for product strategy.

Product strategy is a highly collaborative practice at Zendesk - it’s not about writing position papers and blog posts. You have to have an intimate feel for our customers, products and markets, research well, think strategically, communicate effectively and advocate for a point of view. This role reports to the Vice President of Product Strategy and works closely with product and engineering leadership, technology alliances and corporate development.

What you get to do every day:
  • Research and track markets, technologies and competitive landscape. Understand how nascent markets and technologies evolve.
  • Develop a deep understanding of our products and customers.
  • Develop medium-to-long term roadmaps that cut across our products and platform.
  • Advocate for these cross-product and/or long-term initiatives in terms of roadmap prioritization and resourcing.
  • Document & track decisions made and ensure there’s enough ownership and focus to execute on product strategy. Force us to revisit regularly.
  • Develop and own internal communications plan. Present and evangelize.
  • Collaborate closely with Product GMs, engineering, corporate development and go-to-market leadership.
  • Challenge us to think differently.
  • Participate in product diligence for new partners and help with build/buy/partner decisions.
What you bring to the table:
  • 3-5 years experience product management or related field, preferably in SaaS.
  • 5+ years of total work experience expected, with bonus points for years spent in client services (e.g. management consulting, design agency, etc.).
  • Demonstrated product and design chops.
  • Strong point of view on what makes great products and what makes a product a Zendesk product.
  • Strategic thinker.
  • Understand how markets and technologies develop.
  • Exceptional communicator - writer, presentation development skills.
  • Possess the power to influence.
  • Ability to multitask across several ongoing projects / initiatives while actually producing work as an individual contributor.
  • Possess enough data analysis and technical skills to be self-sufficient manipulating data and be fluent in technical conversations.
  • MBA preferred.

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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