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Senior Director, Product Management
Zendesk. Define and execute product vision, strategy, and roadmap for Zendesk’s Customer Observability product portfolio focused on AI-driven resolutions .
Posted 9/21/2026full-timeSan Francisco • California • United StatesSenior💰 $283,000 - $425,000 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in product management with a focus on AI-driven customer observability solutions, including product strategy, development, and go-to-market execution. Proven ability to lead cross-functional teams and establish best practices for product management in complex, technically sophisticated environments.
Highest-signal resume keywords
Product Management ExperienceAI Technologies and ProtocolsCustomer Observability ExpertiseGo-To-Market Strategy DevelopmentCross-Functional Team Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Product StrategyObservability Product DevelopmentAI Agent IntegrationAPI DevelopmentData AnalysisMarket ResearchProduct DiscoveryCustomer EngagementMetrics DevelopmentTechnical Communication
Soft Skills
Strategic JudgmentAnalytical AbilityOperational DisciplineCustomer OrientationTeam Leadership
Tools & Technologies
OpenTelemetryDistributed SystemsCloud TechnologiesEvent-Driven ArchitecturesAI/ML SystemsObservability FrameworksTelemetry PipelinesHeadless ProductsDeveloper PlatformsIntegration Tools
Industry Keywords
Customer ExperienceEnterprise SoftwareBusiness AutomationAI GovernanceResponsible AIComplex Multi-System EnvironmentsTechnical and Business User ProductsSecurity and Privacy ComplianceOpen-Source CommunitiesTechnology Partnerships
Tech Stack
Tools & technologiesCloudDistributed Systems
About the role
Key responsibilities & impact- Define and execute product vision, strategy, and roadmap for Zendesk’s Customer Observability product portfolio focused on AI-driven resolutions
- Lead development of unified observability solutions across AI Agents, Custom Agents, workflows, business logic, analytics, knowledge systems, headless experiences, integrations, APIs, and external ecosystems
- Establish capabilities for monitoring, understanding, evaluating, debugging, governing, and optimizing AI-powered experiences
- Enable AI Agents to take secure, measurable actions across internal and external systems
- Drive product discovery through customer research, market analysis, competitive intelligence, data, experimentation, and customer and partner engagement
- Translate complex technical concepts into product requirements, customer value propositions, and differentiated experiences
- Partner with Engineering and Architecture to design scalable, reliable, secure, and extensible platform capabilities
- Guide adoption of AI technologies, protocols, frameworks, and interoperability standards
- Lead cross-functional teams through strategy, discovery, development, launch, adoption, and continuous improvement
- Develop product success metrics for customer value, system performance, quality, reliability, safety, and business outcomes
- Partner with Marketing, Sales, Enablement, and Customer Success on positioning, packaging, pricing, launches, and go-to-market strategies
- Lead major product launches and customer adoption, education, and lifecycle engagement
- Build relationships with customers, partners, analysts, and industry communities
- Recruit, coach, and develop a high-performing product management organization
- Establish product management practices for prioritization, decision-making, stakeholder alignment, and executive communication
- Advocate for responsible AI, privacy, security, transparency, and governance
Requirements
What you’ll need- 15+ years of overall industry experience, including at least 8 years of product management experience
- Significant experience leading product strategy and execution for complex, technically sophisticated platforms or enterprise software products
- Hands-on experience building and bringing observability products to market, including product discovery, development, commercialization, and go-to-market launch
- Strong understanding of customer observability and end-to-end observability for AI-powered systems
- Experience defining products across AI Agents, Custom Agents, workflows, custom business logic, analytics, knowledge, APIs, and headless experiences
- Familiarity with current AI technologies, architectures, protocols, agentic systems, tool use, orchestration, memory, retrieval, model interactions, and secure execution
- Familiarity with OpenTelemetry standards, frameworks, instrumentation approaches, and observability practices
- Understanding of distributed systems, APIs, event-driven architectures, data platforms, AI/ML systems, and cloud technologies
- Demonstrated success developing and executing go-to-market strategies
- Experience managing and influencing through organizational complexity, ambiguity, and rapid technological change
- Excellent written, verbal, and executive communication skills
- Ability to attract, develop, and lead high-performing product management teams
- Strong customer orientation, strategic judgment, analytical ability, and operational discipline
- Preferred: experience in customer service, customer experience, CRM, enterprise workflow, or business automation markets
- Preferred: experience with AI observability, LLM observability, agent evaluation, AI governance, or production monitoring
- Preferred: experience with AI agent protocols, tool and function calling, interoperability frameworks, model context patterns, workflow orchestration, and secure agent-to-system interactions
- Preferred: experience with developer platforms, APIs, SDKs, event streams, headless products, or extensible ecosystems
- Preferred: experience with data platforms, analytics products, telemetry pipelines, distributed tracing, metrics, logs, evaluations, and real-time monitoring
- Preferred: experience launching products for technical and business users
- Preferred: enterprise customer and complex multi-system environment experience
- Preferred: experience with standards bodies, open-source communities, technology partners, or developer ecosystems
- Preferred: responsible AI experience, including security, privacy, compliance, explainability, human oversight, and risk management
- Bachelor’s degree in Computer Science, Engineering, Business, or related field is preferred, not required
Benefits
Comp & perks- Bonus eligibility
- Benefits and related incentives
- Hybrid work arrangement with remote flexibility for part of the week
- Inclusive workplace experience
- Reasonable accommodations for applicants with disabilities and disabled veterans