Job Description
As the Product Manager for the Workforce Engagement Management (WEM) arm of Zendesk’s only Innovation Lab, you will be responsible for all solutions consulting, product development, customer engagement, go-to-market activities, and strategy of this critical team.
While you primarily work in a product management role, the Labs team always stretches into other capacities, including things like design, enablement, and marketing. As a PM in the Innovation Lab, you’ll prioritize agility & nimbleness in your planning, a fearlessness in exploring new technologies, and a delight in learning new things.
Note***: This is a hybrid role, combining remote and on-site work, requiring 3 days in the office, and relocation to Pune.
At a high level, your responsibilities include:
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Proposing and delivering repeatable solutions to meet customer requirements - seamlessly combining Zendesk products, features from new acquisitions, 3rd party technology and SI customization services;
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Formulating the strategy for the WEM Innovation Labs team and operationalizing that strategy with a purpose-built roadmap, process changes, and cross-functional collaboration; and
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Conducting customer and partner-facing Innovation Day workshops that wow.
Your daily activities may include all of the following:
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Researching new technologies or use cases to solution around in the WEM space;
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Meeting with, hosting workshops for, and consulting with customers about WEM feature needs and use case specifics;
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Collaborating with core WEM Product Development teams to understand roadmaps, needs, and suggested innovation areas;
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Writing up Product Requirements Documents for the new solution your team will build;
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Prepping for and executing a seamless product launch, including go-to-market activities, customer outreach, and internal marketing; and
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Driving new feature adoption via socialization with customers and customer facing teams, attendance at Zendesk events, and internal enablement.
Requirements:
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2 - 3 years of experience in product management
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Excellent verbal and written communication skills, and an ability to communicate with a range of stakeholders, including engineering teams, other product leaders, customer executives, and Zendesk executives
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A willingness to learn new hard and soft skills, and stretch your daily responsibilities to meet the needs of the team
Nice to have:
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2 - 3 years in professional services
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Experience in front end design using Figma
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Previous experience in an innovation lab
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Experience in the CX and EX domain
About Zendesk’s Product Development Center of Excellence in Pune
Zendesk is in the exciting early stages of establishing a Product Development Center of Excellence in Pune. This center is being developed through a BOT (Build-Operate-Transfer) model, allowing us to gradually build and scale our operations with a current mix of BOT workers and full-time employees (FTEs). Our vision is to create a vibrant, innovative hub where all team members will eventually transition into FTE roles.
As an early hire, you will have a unique opportunity to be a pivotal part of this journey. You’ll play a key role in shaping the culture, processes, and success of our Pune site, contributing directly to the growth and maturity of our Product Development Center of Excellence. Your expertise and insights will help lay the foundation for a world-class development center, influencing the way we build and deliver products at Zendesk.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
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Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
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 [email protected] with your specific accommodation request.
