Principal Product Manager

Job Description

Principal Product Manager, Custom Agents

We are looking for a Principal Product Manager to define and scale Zendesk’s Custom Agents platform, enabling customers to build AI agents that reason, take action, and automate complex service workflows across Zendesk and third-party systems.

As a senior individual contributor, you will own the product strategy and roadmap for the Custom Agents lifecycle, including agent creation, testing, deployment, observability, governance, and optimization. You will work closely with engineering, AI research, design, go-to-market teams, and enterprise customers to translate emerging agentic AI capabilities into trusted, intuitive, and measurable customer outcomes.

Key responsibilities include:

• Define the long-term vision, strategy, and roadmap for Custom Agents.
• Lead development of agent-building, evaluation, deployment, governance, and observability capabilities.
• Establish platform patterns for actions, integrations, human oversight, error recovery, and enterprise controls.
• Partner with customers to identify high-value service and employee-support use cases.
• Align cross-functional teams and influence senior leaders without direct authority.
• Define adoption, execution, quality, and business-outcome metrics for the product.
  

The ideal candidate has deep experience building enterprise platforms, workflow automation, developer tools, or AI products; excels in technically complex environments; and can move fluidly between platform architecture, customer problems, and executive-level strategy.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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.