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SalaryWe are seeking a Director of Product Management with a passion for building customer engagement. This leader will oversee a team of product managers dedicated to enhancing user adoption, onboarding, expansion, and retention. We are looking for a leader to shape and deliver a multi-year expansion and retention strategy in partnership with our partners in Marketing and Success.
Who we’re looking for:
We are on the hunt for a dynamic leader who brings experience retaining and growing customers in a SaaS setting through product led growth. If this is you, you should be able to apply your knowledge to Zendesk and bring industry innovation to bear as we explore and make new bets. The ideal candidate thrives in a fast-paced, cross-functional environment and excels in coordination and candid communication, ensuring that the team moves forward cohesively and effectively. You have a commitment to consistency and a rigorous approach to work in the interest of developing exceptional products and business strategies.
In this role, you will be instrumental in forging partnerships with leaders across Marketing, Sales, and Product Growth departments to craft an unparalleled online customer experience. As a key member of the Online Business team, reporting directly to the VP/GM of Online Business within the Marketing organization, your contributions will shape the digital face of our company and enhance our market presence through innovative customer engagement strategies.
What you’ll do
Oversee the development and execution of product strategies that enhance customer engagement and retention, guiding product managers to create exceptional user experiences and using data to drive strategic decisions and continuous product improvement.
Ensure that product strategy is communicated effectively throughout the organization, providing regular updates and progress reports to executive leadership and the board.
Foster user adoption and loyalty by streamlining onboarding and improving product usability, while advocating for customer needs and integrating their feedback into the product development cycle.
Cultivate cross-functional relationships to align all departments, from engineering to marketing, with a unified product vision, ensuring strategies meet market demands and provide a seamless customer journey.
Build and lead a strong team focused on customer-centric innovation, encouraging a culture of teamwork and contribution to the organization's success.
Desired Skills and Experience:
A minimum of 8 years in Product Management, or equivalent experience with SaaS products
4+ years of leadership experience with a proven ability to develop exceptional product teams
A data-driven approach to Product Management, backed by personal skill and interest in data analytics
Proven expertise in driving retention and expansion through PLG and self-service tactics
Exceptional leadership and communication skills
Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal
In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person
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.
The US annualized base salary range for this position is $182,000.00-$274,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. 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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
Zendesk is an equal opportunity employer, and we’re 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 pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.
