Senior Principal Product Manager

Zendesk
Melbourne
Workplace: HybridFull timeFunction: Product ManagementExperience: 5+ yearsSkills: ["Technical thinking","Product thinking","Strategic thinking","Customer centricity","Prioritization","Execution","Communication","Stakeholder management","Collaboration","Consensus building","Handling ambiguity"]

Lead the end-to-end product strategy and roadmap for an internal AI Platform powering every AI feature across Zendesk. Own a layered stack from developer tooling (ADK/SDK) and platform capabilities (CI/CD, governance, registry) to evaluation, observability, and infrastructure orchestration. Drive platform adoption across vertical AI teams through research, clear requirements, and cross-functional execution balancing innovation, reliability, and cost.

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FursaFursa
Zendesk
Zendesk
2 months ago

Senior Principal Product Manager

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 25 days agoStatus: Live

Job Summary

Lead the end-to-end product strategy and roadmap for an internal AI Platform powering every AI feature across Zendesk. Own a layered stack from developer tooling (ADK/SDK) and platform capabilities (CI/CD, governance, registry) to evaluation, observability, and infrastructure orchestration. Drive platform adoption across vertical AI teams through research, clear requirements, and cross-functional execution balancing innovation, reliability, and cost.
Location: Melbourne
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Own the end-to-end product strategy and roadmap for Zendesk’s internal AI Platform spanning infrastructure to developer tooling.
  • •Drive platform adoption across vertical AI teams by enabling progressive use of shared capabilities.
  • •Lead development of the A2A (Agent-to-Agent) layer and agent registry to enable connection, reuse, and governance.
  • •Conduct internal and external research to define a forward-thinking roadmap for short- and long-term AI acceleration.
  • •Translate evolving AI platform needs into actionable requirements and manage cross-team collaboration, prioritization, and trade-offs.

Key Requirements

  • •5+ years of product development experience, with significant experience in developer platforms, AI/ML infrastructure, or internal tooling at scale.
  • •Deep understanding of AI/ML concepts, model lifecycle, agent architectures, distributed execution, and platform engineering.
  • •Technical background with 10 years of product management experience.
  • •Proven ability to drive platform adoption and developer experience for internal customers.
  • •Experience leading multi-layered platform initiatives from infrastructure through to developer-facing SDK/API design.
Experience:5+ yearsAI/MLDeveloper platformsPlatform engineeringInternal toolingDeveloper tooling
Skills:Technical thinkingProduct thinkingStrategic thinkingCustomer centricityPrioritizationExecutionCommunicationStakeholder managementCollaborationConsensus buildingHandling ambiguity
Tech Stack:AI agentsAgent Development Kit (ADK)SDKRuntime protocolsRegistry clientsCLI toolingYAMLCI/CDA/B testingAgent registryGovernanceObservabilityAgent tracesConversation simulationQA integrationTemporalBrainTrustGrowthBookMicroVMsFireCracker

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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