Senior Product Manager (Ticketing) - Pune

Job Description

As a Senior Product Manager for ticketing, you will be responsible for understanding customer needs and driving the strategic vision for Zendesk Ticketing features and setting standards and KPIs for measuring feature adoption success. You will quickly grow to become a Subject Matter Expert on the Zendesk ticketing product and work across multiple scrum teams to drive your roadmap. You will regularly collaborate with global teams across the organization and lead cross-functional projects with high visibility.

The candidate for this role must be hyper-focused on customer needs, have the technical prowess to work with our talented engineering team to identify the impact of performance and scale inefficiencies on any new features being built and be product savvy to prioritize a roadmap that is a mixed bag of adding new features, improving existing features, integrating with other Zendesk services and addressing customer issues. 

Note***: This is a hybrid role, combining remote and on-site work, requiring 3 days in the office, and relocation to Pune.

Responsibilities

• Work with our global success, engineering, product marketing, data & support teams in an agile manner to bring new products and features to the market

• Work with customers, partners, and cross-functional teams to set the short term and long term roadmap for ticketing feature enhancements and performance improvements

• Focus on gathering and reporting on metrics for product launches and performance benchmarks

• Be an advocate for simplicity, style, appeal, usability, and customer-centric design in every product discussion

Basic Qualifications

• 7+ years of experience in product management within a high-paced, agile software development environment.

• Experience that demonstrates your abilities in leading strategic direction as well as supporting and developing product managers and/or engineers. You inspire trust in others!

• History of shipping, maintaining and improving impactful, scalable and reliable products that move the business forward

• Passion for building phenomenal user experiences for a diverse group of customers and end-users

• Outstanding written and verbal communication skills with engineers, non-technical partners, and leadership.

Preferred Qualifications

• Master's Degree plus 7 years or more of experience as a product, or engineering leader.

• Experience, ideally with a data-driven enterprise-scale B2B SaaS product

• Working knowledge of metric gathering and dashboarding tools such as Pendo, Google Data Studio or Tableau

• Experience working with ETL, relational databases, and NoSQL data storage technologies such as DynamoDB, Elastic Search, and Aurora mySQL

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.