Hybrid Senior Director, Product Leader Operations na Zendesk

Job Description

Location: San Francisco, Hybrid (preferred) or Austin, Hybrid

About Zendesk

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 are looking for a Senior Director, Product Leader Operations to help redefine and operationalize how the Zendesk Product Management organization executes and scales. As we redefine CS and ES software in an AI-first world, we must transform the way we operate, collaborate, and innovate to continue to lead the industry and achieve the next phase of growth.

Job Description

Zendesk is seeking an experienced and strategic leader to work directly with the SVP of Product and the core product leadership team to establish new product management practices, communication cadences, and help us continue to accelerate our  innovation.

As Sr. Director, you will lead efforts to ensure our Product Management team is collaborating efficiently and transparently with our design and engineering partners, as well as our customers and GTM counterparts while removing friction and operational burdens.

This role requires deep technical expertise in SaaS Product Development, AI/ML products, and product operational cadence. The ideal candidate has experience in B2B SaaS, AI/ML, or enterprise software development and has led initiatives to increase product quality and velocity.

You will be responsible for developing execution cadences, executive communication, frameworks, processes, and best practices to accelerate time-to-delivery and product quality..

Key Responsibilities

• Support the SVP of Product in efforts around product management communications, operations, and acceleration.

• Collaborate closely with Engineering, Design, Program Management and Customers to remove bottlenecks and accelerate time-to-value

• Establish repeatable, scalable processes for product quality and repeatability, turning implementation experiences into productized assets (e.g., templates, artifacts, playbooks).

• Work cross-functionally to identify and address friction points in the product management lifecycle.

• Provide structured feedback loops to the Product Leadership team, and engineering partners.

• Own and drive key performance indicators (KPIs) related to product delivery excellence.

Qualifications

• Bachelor's degree in Business, Computer Science, or a related field.

• Technical acumen: Strong understanding of AI/ML-driven products and enterprise software deployment.

• Product & Go-to-Market experience: Proven track record working across Product, Customer Success, GTM and executive leadership..

• Product Management and/or Engineering Management  leadership: Experience leading scaling product development for AI, SaaS, or enterprise software adoption.

• Data-driven mindset: Ability to measure, track, and optimize adoption metrics systematically.

• Strategic & execution-focused: Can develop high-level product strategy while rolling up sleeves to execute operational improvements.

• Strong communicator & influencer: Ability to collaborate across teams and work with senior stakeholders to drive adoption initiatives.

• Experience in AI-driven SaaS, B2B enterprise software, or related fields is preferred.

This role is a rare opportunity to define and scale product management and development processes  in a high-growth environment. If you're passionate about building great products, we'd love to hear from you.

The US annualized base salary range for this position is $216,000.00-$324,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.

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.

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