Senior Product Manager - Analytics (AI Agents)

Job Description

As Senior Product Manager for Analytics, you will be at the helm of our customer-facing analytics product, tasked with defining its vision, strategic direction, and ensuring its alignment with our data and analytics ecosystem. Your role will involve developing the analytics product for Zendesk AI agents to serve critical reporting and insight to business customers.

You will dive deep into the market, understanding our customers and their challenges, systematically analyzing user feedback and usage data to develop data personas and consumer profiles. You will help foster data literacy within the organization, driving the adoption of data initiatives and ensuring the success of our analytics product through the development and measurement of relevant metrics.

Key Responsibilities:

• Define, own and iterate the vision, strategy, and roadmap for our analytics product

• Deeply understand market trends, customer challenges, and jobs-to-be-done, leveraging product discovery and data to inform development and strategy

• Champion data literacy across the organization, promoting the use and understanding of data-driven insights to improve decision-making and product development

• Lead efforts with Engineering, Product Design, AI & Research, Customer Success, and other teams to ensure a cohesive product strategy that meets business and customer needs

• Employ continuous product discovery and continuous development techniques and ensure product success through relevant metrics

• Conduct rigorous testing and analysis to maintain high standards of product quality and integrity

• Manage embedded analytics solutions and optimize vendor relationships

Who we're looking for:

• Demonstrated leadership as product manager for cross-functional product teams in B2B SaaS developing a customer-facing product with strong UX focus in a highly technical domain, such as analytics and insights

• Extensive skills in data analysis and data visualization, and a basic understanding of data pipelines, data structures, and databases

• Experience working alongside AI and research teams, and building AI-powered products

• Ideally some experience with API products

• Exceptional communication skills to articulate complex technical concepts to diverse audiences effectively

• User-centric design approach, with a track record of working collaboratively with product designers and making data-driven decisions to enhance user experience

• Bonus, but not essential:

  • Previous experience working as a data analyst or data scientist

  • Experience working with embedded analytics platforms and managing third-party vendor relationships

How we measure success in the role:

• Establishing leadership within the analytics domain, becoming the go-to expert for analytics product strategy

• Driving significant increases in adoption and engagement, making our analytics products indispensable to our customers

• Enhancing the data user journey to not only improve product stickiness but also ensure a seamless, intuitive experience

• Differentiating our analytics offerings in the market with innovative features and capabilities that meet evolving customer needs

We like to let you know what to expect in our hiring process:

• 15 min call with Talent Partner

• 30 min interview with Hiring Manager

• 60 min panel interview with challenge

• 45 min final call with Hiring Manager and Analytics Director

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 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.