Senior Product Manager, AI Agents

Zendesk
Berlin, Krakow, Lisbon
Workplace: HybridFull timeFunction: Product ManagementSkills: ["Product discovery","Customer-centricity","Data-driven decision making","Communication","Cross-functional collaboration"]

Own the product strategy and delivery for agent configuration and personalization, enabling customers to precisely manage AI agent tone, empathy, behavior, and settings. Build intuitive admin and user-facing tools—custom instructions, persona controls, permissions, localization—and work cross-functionally with engineers, designers, and researchers to integrate these capabilities into secure, scalable LLM-driven behavior. Define KPIs for adoption, configuration depth, personalization effectiveness, and customer satisfaction.

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FursaFursa
Zendesk
Zendesk
1 month ago

Senior Product Manager, AI Agents

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 28 days agoStatus: Live

Job Summary

Own the product strategy and delivery for agent configuration and personalization, enabling customers to precisely manage AI agent tone, empathy, behavior, and settings. Build intuitive admin and user-facing tools—custom instructions, persona controls, permissions, localization—and work cross-functionally with engineers, designers, and researchers to integrate these capabilities into secure, scalable LLM-driven behavior. Define KPIs for adoption, configuration depth, personalization effectiveness, and customer satisfaction.
Location: Berlin, Krakow, Lisbon
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Define and execute product strategy for agent configuration and personalization, including advanced controls for agent personality, tone, empathy, and behavior.
  • •Enable customers to configure conversational style and settings via intuitive tools such as custom instructions, empathy controls, domain guidance, and localization.
  • •Collaborate cross-functionally to integrate configuration and personality into LLM-driven behaviors, permissions frameworks, and admin governance.
  • •Develop and iterate UI surfaces and backend frameworks that support flexible, reliable agent configuration and management.
  • •Establish and measure KPIs for agent adoption, configuration depth, effective personalization, and customer satisfaction.

Key Requirements

  • •Several years of product management experience delivering AI, automation, and/or B2B SaaS platforms.
  • •Strong familiarity with LLM technologies, configuration frameworks, and agentic/conversational AI, including personalization or tone-related features.
  • •Ability to lead zero-to-one initiatives with rapid iteration and ongoing customer discovery that produces tangible results.
  • •Data-driven, user-centric mindset that translates technical AI capabilities into practical, customer-facing controls.
  • •Excellent communication and collaboration across technical and non-technical teams.
Experience:AIAutomationB2B SaaS
Skills:Product discoveryCustomer-centricityData-driven decision makingCommunicationCross-functional collaboration
Tech Stack:LLMPrompt tuningRetrieval-augmented generation (RAG)AI agentsLLM-driven behaviors

Company Brief

Zendesk
Provides cloud-based customer service and engagement software, including help desk, ticketing, chat, and CRM tools that enable businesses to manage customer support, self-service, and omnichannel communication at scale.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Decacorn (USD 10B+)
Funding: Private Equity Backed
Headquarters: San Francisco, United States
Founded: 2007
Glassdoor
Glassdoor: 4.0
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