Senior Program Manager, Product Development - AI

At Zendesk, we get passionate about building software that delivers the ultimate customer experience. Your favorite brands maximize our products to engage you as a customer, and we lead the industry with beautifully simple software. We’re constantly innovating, and we apply this philosophy to all prioritized initiatives.

Job Summary

As a Senior Program Manager on our Product Development team, you’ll work with Product Management and Engineering to define and execute the roadmap for capabilities that allow Zendesk to provide a fully integrated, scalable and easy-to-use Customer and Employee Service solution. You’ll work side-by-side with our AI teams (AI Agents, Copilot, QA and more…) and its numerous internal stakeholders to drive solutions for cross-product/cross-functional problems and initiatives. This also includes unifying the customer experience for using all of our AI products. Additionally, you will leverage your knowledge and expertise to enhance decision-making processes and improve program outcomes.

What You’ll Be Doing

• Lead company-wide programs with broad impact. Liaising with Product Development teams and teams outside of Product Development including Product Marketing, Enterprise Data & Analytics, Legal, Finance and Go-to-Market. You’ll keep releases moving forward in a multi-geo environment, focusing on key achievements to bring new products and services to market.
• Guide your teams through our quarterly planning process, helping to build out roadmaps, align dependencies and broker commitments from other teams.
• Identify, track and mitigate all risks and issues within your programs.
• Own regular status reporting for your teams.
• Facilitate meetings, workshops, retrospectives, and other team ceremonies.
• Build positive relationships with your team members and partners. You will be partnering with other program managers in the AI space.
• Devote effort towards making our processes simpler, clearer, and better every day.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

More information about Zendesk's community engagement can be found via the Zendesk Neighbor Foundation.

• Prior experience at a software company driving programs within an Engineering organization and having released at least three large scale releases.
• Strong understanding of AI technologies, tools and AI in general
• Familiarity with Technical Program Management tools and agile methodologies: Jira, Confluence, Trello, Kanban…
• Experience in identifying and calculating inherent risks, determining their impact, and providing appropriate mitigation planning.
• Strong, demonstrable facilitation skills, with a knack for building bridges between teams across multiple locations.
• Experience working across multiple global programs simultaneously.

That said, if your experience looks a little different from what we’ve identified and you think you can rock the role, we’d love to learn more about you!.

Salary and Benefits

The Poland annualized base salary range for this position is zł211,000.00-zł317,000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position, the actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors. This position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.

Work Environment

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.

Company Culture

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.