Job Description
Director, Product Management (PLG)
Zendesk is a global leader in customer service and employee service software, renowned for its powerful yet user-friendly solutions. At Zendesk, we believe in building better customer relationships through our suite of products that are smart, flexible, and reliable.
We have a rare opportunity for a seasoned Product Manager to help define the future of the global admin experience for all Zendesk products. This PM will define, execute, and iterate on building products that empower all Zendesk administrators with AI-driven insights on what capabilities they need to set up, configure, and tune, in order to optimize their customer experience outcomes.
This role is based in Pune and requires you to work from the office at least 3 days a week.
We’re seeking a Product Management Director (M6) to join our Pune, India team. In this role, you’ll drive product strategy and execution for high-impact SaaS experiences that help enterprise customers scale service with AI and automation. You will build trust with stakeholders, lead cross-functional teams to deliver measurable outcomes, and expand Zendesk’s footprint in strategic accounts.
**What you’ll be doing **
- Drive key initiatives to optimize onboarding, activation, and self-service growth loops, leveraging insights from experiments and analytics.
- Define and own the product vision, strategy, and roadmap aligned to Zendesk’s AI and CX goals; translate strategy into clear OKRs and prioritized initiatives.
- Lead and mentor a team of product managers (and individual contributors where applicable), setting clear goals, providing coaching, and growing capability.
- Partner closely with engineering, design, data science, GTM, support and sales to deliver products on time, on scope, and with measurable customer impact.
- Drive data-informed decisions: own metrics, run experiments, analyze usage and churn signals, and iterate to improve value and adoption.
- Engage with enterprise customers and partners to validate opportunities, co-create solutions, and ensure product-market fit in strategic accounts.
- Coordinate go-to-market planning and launch readiness with marketing and sales to maximize adoption and revenue impact.
- Manage trade-offs and escalate cross-functional risks; ensure transparency and clear communication to senior stakeholders.
- Champion customer empathy and product quality across the team, balancing short-term delivery with long-term platform health.
**What you bring to the role **
- 16+ years of product management experience building B2B SaaS products; experience owning full product lifecycle.
- Demonstrated record of leading PLG strategies for SaaS or enterprise software, driving measurable increases in engagement, conversion, and revenue
- 5+ years of people-management experience, including hiring, coaching, and developing product managers.
- Proven ability to define strategy, prioritize roadmaps, and deliver measurable business outcomes (adoption, retention, revenue).
- Strong analytical skills: comfortable with metrics, A/B testing, customer segmentation, and driving data-informed tradeoffs.
- Experience working with large enterprise customers and aligning product decisions to customer and market needs.
- Collaborative, excellent communicator with demonstrated ability to influence cross-functional teams and senior leaders.
- Familiarity with AI/automation-driven product features and integrations is highly desirable.
- Degree in Computer Science, Engineering, Business, or equivalent experience; advanced degree (MBA) a plus.
Basic Qualifications
- 16+ years product management experience in enterprise SaaS or related technology.
- 5+ years managing product managers or equivalent team leadership.
- Proven track record shipping products that moved key metrics (usage, retention, revenue).
- Ability to work effectively across distributed teams and with global stakeholders.
Preferred Qualifications (3–5 bullets)
- Experience building AI/automation product features or working with machine learning teams.
- Background in customer experience, support, CRM, or workflow automation products.
- Experience with enterprise GTM motions, partner integrations, and platform APIs.
- MBA or other advanced degree; experience scaling products in APAC markets preferred.
Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.
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.
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 peopleandplaces@zendesk.com with your specific accommodation request.