Job Description
What we are looking for
Zendesk is a service-first CRM company that builds powerful, customizable software crafted to improve customer relations. At Zendesk we encourage growth, innovation and believe in giving back to the communities we call home.
Our Enterprise Data & Analytics (EDA) product management team is seeking a product manager to own the vision, strategy, partnerships, and delivery of data & analytics capabilities for our Marketing partners, while scaling high impact capabilities and best practices across the enterprise. You’ll be working with people and organizations across all of Zendesk, in a globally distributed environment, serving as the face of EDA and deepening partnerships and assuring our commitments are being met.
What you’ll be doing
Translate data and business requirements into a successful backlog with a multi-quarter to multi-year strategy. This will include creating, managing, and communicating a coordinated roadmap aligned to Zendesk’s business objectives.
Act as an effective liaison between engineering and internal business partners (the Marketing organization is the primary business partner for this role) enabling a balance of “today,” “next,” and “transformation” as part of our feature delivery: You know the right balance between solving problems and jumping over them, and how adoption occurs in both cases.
Partner with engineering teams though the development and delivery of your product(s), accountable for driving transparency, trust, and success.
Act as a thought leader within the company and enable the activation of data being treated as an asset. You’ll both influence and know where your products sit in EDA and Zendesk’s overall priorities, and assure that we continue to focus on the most important work that improves the lives of our partners and customers.
Solicit and capture data product ideas from both inside and outside of the company. You will understand where Zendesk is at on a Data Maturity Index and will elevate our capabilities to continue leading as the Champion of Customer Experience.
What you bring to the role
7+ years of experience working in technology companies/organizations with growing levels of responsibility enabling digital and data transformations with 1 year plus most recent roles being in product management.
1 year plus of recent experience being a product manager over teams driving transformation of data pipelines, data warehouse, data analytics, data science, machine learning, AI and related disciplines at scale with focus on business outcomes. Will have built epics and managed priorities for these engineering teams and knows the lifecycle of how data, analytics, and data models are prioritized, developed, served, managed, matured, and transitioned.
1 year plus of recent experience working with Marketing teams to enable enterprise connected data driven decisions. Understanding of the types and quality of data to accomplish this, as well as leading partnerships and strategy to mature models and insights. Would know how to enable triggered and personalized marketing campaigns and experiences driven by data.
Outstanding business acumen with an understanding of business drivers and of how to drive value to end customers. Will have experience working with business executives driving enterprise strategies and how technology enables them.
Experienced in UI/UX best practices. You know the balance between functionality and easy to use and get excited when people talk about “Lean UX” and “Lean Startup”.
You are what we at Zendesk call “Humblident,” combining a strong sense of confidence with humility.
Preferred Qualifications
Expert knowledge of digital marketing analytics and customer journey mapping.
Expert at influencing executives and corporate strategy involving data.
Strong background in data insights and analytics serving to business partners. You likely have been an analyst or managed analytics products and/or teams in the past.
Experience with data integration patterns at enterprise scale and how change control happens.
Experience working with globally distributed teams.
Experience working with GCP.
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 150,000 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.
Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.
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 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.
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