Senior Product Manager, AI Agents

About the Role

Zendesk, a leader in customer experience software, is seeking a Senior Product Manager to lead the development of AI agent configuration and personalization features. This role centers on creating tools that empower customers to tailor AI agents' tone, empathy, behavior, and settings to meet specific business needs, supporting a range from small enterprises to global corporations.

Key Responsibilities

• Craft and implement a comprehensive product strategy focused on agent personality, tone, empathy, and behavior controls.
• Provide customers with user-friendly configuration options such as custom instructions, empathy modulation, domain-specific guidance, and localization features.
• Work collaboratively with engineers, designers, and researchers to embed these personalization features into large language model (LLM)-powered behaviors, permission frameworks, and administration controls.
• Design and enhance both front-end interfaces and back-end frameworks to ensure dependable and adaptable agent management.
• Define and track key performance indicators related to agent usage, customization depth, personalization success, and customer satisfaction.
• Engage cross-departmentally with Product, Engineering, Design, and Go-To-Market teams to align end-to-end deliverables.

Required Qualifications

• Extensive product management experience, particularly in AI, automation, or B2B SaaS products.
• Deep understanding of LLM technologies, customization frameworks, and conversational or agent-based AI systems, with prior involvement in personalization or tone adaptation features.
• Proven track record in leading innovation from concept to market, emphasizing rapid iterations and strong customer insight.
• Data-centered and user-focused approach that translates complex AI capabilities into practical customer controls.
• Outstanding communication and collaboration skills across technical and non-technical teams.

Preferred Qualifications

• Experience designing user experiences specifically for AI agent personality and tone enhancements.
• Familiarity with retrieval-augmented generation (RAG), LLM prompt tuning, and considerations of agent safety and regulatory compliance.
• Background in developing customer service products or creating extensible platforms.

Success Metrics

• Deliver a personalization platform recognized for its usability, adaptability, security, and business impact.
• Enable customers to deploy AI agents aligned with their brand and requirements using efficient customization options.
• Maintain Zendesk AI Agents’ reputation as configurable and enterprise-ready AI solutions.

Additional Information

Zendesk offers a hybrid work model, encouraging both remote flexibility and in-person collaboration. The company values diversity, equity, and inclusion, ensuring fair employment practices irrespective of race, religion, gender identity, sexual orientation, disability status, veteran status, or other protected characteristics. Applicants with disabilities may request reasonable accommodations during the hiring process by contacting Zendesk directly.

Applicants should be aware that AI or automated systems may be used in evaluating applications compliant with company policies and relevant laws.

Interview Process

• Initial conversation with Talent Team (30 minutes)
• Interview with Group Product Manager of AI Agents (30 minutes)
• Case Study/Workshop Session (1.5 hours)
• Final interview with Director of Product, AI Agents (45 minutes)