Senior Technical Program Manager

Senior Program Manager, Product Development - AI & Agent Experience

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.

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 AI solution for admin and agents. You'll work side-by-side with our AI teams (Knowledge, AI Agents, Copilot 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, e.g. how to write procedures. Additionally, you will leverage your knowledge and expertise to enhance decision-making processes and improve program outcomes.

• 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 several other program managers in the AI space.

• Devote effort towards making our processes simpler, clearer, and better every day.

• 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!