Job Description
Zendesk is at the forefront of enabling businesses to configure, control, and personalize next-generation AI agents. As Senior Product Manager for Agent Config & Personalization, you'll take ownership of developing and delivering features that allow customers to precisely manage their AI agents' tone, empathy, behavior, and configuration – ensuring every deployment is adaptable and aligned to unique business needs.
This role is focused on building robust, usable configuration frameworks and tools – from custom instructions, persona controls, and permissions to intuitive admin and user-facing settings. You'll collaborate closely with engineers, designers, and researchers to deliver secure, scalable, and flexible capabilities for customers ranging from small businesses to global enterprises.
You bring a strong product discovery mindset and stay close to customers – using feedback, ongoing validation, and openness to AI-powered prototyping and tooling to quickly bring the right experience to market
Key Responsibilities:
- Define and execute the product strategy for agent configuration and personalization – including advanced controls for agent personality, tone, empathy, and behavior.
- Enable customers to configure their AI agents’ conversational style and settings with intuitive tools (e.g., custom instructions, empathy controls, domain-specific guidance, localization).
- Collaborate cross-functionally to integrate configuration and personality features into LLM-driven behaviors, permissions frameworks, and admin governance.
- Develop and iterate on UI surfaces and backend frameworks supporting flexible, reliable agent configuration and management.
- Establish and measure KPIs for agent adoption, configuration depth, effective personalization, and customer satisfaction.
- Partner across Product, Engineering, Design, and Go-To-Market to ensure high-quality delivery and end-to-end alignment.
Required Qualifications:
- Several years of product management experience delivering AI, automation, and/or B2B SaaS platforms.
- Strong familiarity with LLM technologies, configuration frameworks, and conversational or agentic AI – including experience building personalization or tone-related features.
- Demonstrated ability to lead zero-to-one product initiatives, rapid iteration, and ongoing customer discovery with tangible results.
- Data-driven, user-centric mindset; able to translate technical AI capabilities into practical, customer-facing controls.
- Excellent communicator and collaborator across technical and non-technical teams.
Bonus Qualifications:
- Experience building UX for agent personality, tone, or persona in AI-powered products.
- Knowledge of retrieval-augmented generation (RAG), LLM prompt tuning, or agent safety and compliance.
- Background in customer service product development or platform extensibility.
Success in the Role:
- Deliver a configuration and personalization platform that’s recognized for usability, flexibility, security, and business value
- Customers deploy AI agents that reflect their requirements and branding, with fast and effective customization options
- Zendesk AI Agents maintain a reputation for configurable, enterprise-ready agentic AI
Interview Process:
- Initial Call with Talent Team - 30 mins
- Hiring Manager Interview with a Group Product Manager, AI Agents - 30 mins
- Case Study / Workshop - 1.5 hours
- Final interview with a Director of Product, AI Agents - 45 mins
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