Job Description

Do you believe that availability and reliability are equally important to customers as the product features and cloud services that they use?

We are looking for a Senior Product Manager for Zendesk Observability. This is a critically important role that will help shape our reliability efforts within the EMEA region.

The Senior Product Manager, Observability will work with teams to build tooling, services, and communication strategies that enable a global business to retain and nurture customer trust. You’ll help define priorities and set the roadmap to support Zendesk in key reliability areas, such as Open Telemetry (OTEL), Site Reliability Engineering, and Observability. You’ll work closely with engineering leadership to nurture an ecosystem of developers that invent new Zendesk-inspired ways of obsessing over customer trust while delivering simple, beautiful features at a rapid pace.

At Zendesk, we strive to build software that delivers the best customer experiences. Brands like Airbnb and Slack rely on our products to engage with customers. We obsess over delivering value through beautifully simple software and care deeply about the people who use our products: the customers, agents, and developers who make Zendesk what it is today. We pride ourselves on providing a powerful and open platform for extensibility across our suite of products.

Zendesk has continued to exponentially scale to meet the needs of 170,000+ customers in 150+ countries. With over 1,000 engineers across the globe in an increasingly remote work environment, we must deliver easy to use and effective tools that enable our builders to build safely and productively at scale. The Zendesk Foundation teams provide cloud services and infrastructure building blocks that enable Zendesk engineers (“Zendesk Builders”) to safely and efficiently deliver reliable products and scale.

What You’ll Be Doing:

• Champion the Customer Experience. You will represent the voice of the customer, ensuring that Zendesk keeps its promises regarding availability and reliability.

• Execution and Evangelism. Promoting the adoption of observability tools and services is key, as is the ability to make decisions, collaborate on project plans, and write comprehensive user stories.

• Think Long Term. Own the definition, design, development, and delivery of meeting or exceeding customers' needs for observability. Use good judgment and lots of data to help look around corners as we scale for substantial growth in the coming years, anticipating and advocating for customer needs.

• Solve Problems. You’ll bring powerful and creative problem-solving talents and experience to the team. This also means facilitating research and presenting a product perspective on technical designs for infrastructure and builder tools to meet the needs of Zendesk builders.

• Write, Review Writing, and Share Writing! Direct the creation and maintenance of documentation, guides, and tutorials. And tell the story of how we invent and grow, especially how we do customer trust at cloud scale as a modern SaaS company.

What You Bring to the Role:

First, you bring your unique abilities, experience, perspective, and talent to make the team you are joining even better. We encourage you to bring your full self to this role, your sense of humor, your judgment, your questions, and your curiosity. You seek out the uniqueness and talent in your team members, you believe that the whole is more than the sum of its parts.

Required:

• +3 years of experience as a product, program, or engineering leader delivering software products

• Experience in observability and/or site reliability engineering (SRE)

• Demonstrated capability and interest in building modern tools that increase a business's ability to grow based on their ability to create, deliver, maintain, and scale through value delivered via software.

• Solid understanding of software development methodologies and product management best practices.

Preferred:

• You are comfortable leading teams in an environment where uncertainty is certain and where decisions have to be made quickly but responsibly.

• A consistent record of making data-driven decisions and backing up your proposals with data.

• A passion for enabling builders to build software.

• Experience building and nurturing communities of developers.

• An interest in working with our teams and partners worldwide.

• An ability to define and execute a long-term strategy with incremental releases adding customer benefit at every stage. You aren’t afraid to dream big and know how to start small.

• You are comfortable leading teams in an environment where uncertainty is certain and decisions must be made quickly but responsibly.

Tech Stack

• Tools at Your Disposal: You will work with tools like JIRA, Sentry, Datadog, and OpenTelemetry.

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.