Job Description

Note***: This is a hybrid role, combining remote and on-site work, requiring 3 days in the office, and relocation to Pune.

About Zendesk

Zendesk builds AI powered, customizable and simple to use service software crafted to deliver delightful customer experiences. Many of the world’s favorite brands leverage our products to engage you as a customer. We lead the industry with beautifully simple software, and you’ve almost certainly interacted with it without knowing it!

About the Role

In this age of AI-powered automation and personalization, Zendesk’s custom data platform becomes increasingly critical for companies to leverage their business data in delivering delightful experiences to their customers. Our custom data platform is also critical for Zendesk to quickly build bespoke experiences within employee services and beyond. Hence we continue to invest further in building powerful capabilities that enable customers to model their business data within Zendesk.

We are looking for a Senior Product Manager to join our Custom Data platform team in Pune, India. This team is responsible for Zendesk’s Custom Objects and Custom Fields—key features that empower businesses to model, store, and manage structured data tailored to their unique needs.

In this role, you will drive the strategy, roadmap, and execution of these critical data capabilities, working closely with engineering, design, and customer-facing teams to build solutions that enhance flexibility, usability, and performance. Your work will directly impact how AI and automation leverage structured data within Zendesk, unlocking new levels of efficiency and intelligence for our customers.

What you’ll do

• Define and execute the product strategy for Custom Objects and Custom Fields, ensuring alignment with Zendesk’s broader vision for extensibility and data management.

• Own and prioritize the product roadmap, balancing customer needs, technical feasibility, and business impact.

• Collaborate with cross-functional teams across the globe, including engineering, design, product marketing, and customer success, to deliver high-quality solutions.

• Engage with customers and internal stakeholders to deeply understand use cases, pain points, and opportunities for innovation.

• Drive adoption and growth by ensuring ease of use, scalability, and seamless integration of custom data features into the Zendesk ecosystem.

• Measure success through data-driven decision-making, leveraging analytics, customer feedback, and market trends to iterate and improve.

Nice to Have

• Experience with customer service, ITSM, or CRM platforms.

• Familiarity with low-code/no-code platforms and developer ecosystems.

• Prior experience working with Custom Objects, Custom Fields, or other data-driven platform features.

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.

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.