Job Description

Zendesk is looking for a curious, adaptable, and customer-minded Senior Product Strategy and Operations Specialist to join our team. Based in Kraków and reporting to the Director of Product Strategy and Operations, you’ll help the product organization make thoughtful, data-informed decisions—drawing from customer feedback, market signals, and internal insights. You’ll support strategic roadmap planning, strengthen cross-functional alignment, and help communicate product decisions clearly across teams and to our customers.

In this role, you’ll work closely with Product Managers, product development teams, and cross-functional partners in Go-to-Market, Product Marketing, Enablement, and Community—and collaborate with senior leaders to bring clarity to priorities and decisions. It’s a collaborative and hands-on position, well suited for someone who enjoys solving complex problems, improving how teams work together, and helping shape great product experiences. Zendesk is a globally distributed team with a strong hub in Kraków, and this role offers the opportunity to make a meaningful impact both locally and across the broader company.

What you'll be doing:

• Act as a cross-functional partner to the Product Strategy & Operations team leads, supporting day-to-day execution across customer feedback management, strategic roadmap planning, internal and customer product related communications, and process enablement.

• Collaborate closely with Product Managers and development teams to improve processes across the Product Development Lifecycle and ensure consistent practices globally.

• Triage and manage product feedback from customers, prospects, and internal teams—ensuring insights are categorized, synthesized, and routed to the right stakeholders.

• Support the closed-loop feedback process by tracking inputs through to roadmap decisions and ensuring teams and customers stay informed.

• Support reporting and analysis of customer and product data to help identify themes, validate assumptions, and support roadmap planning efforts.

• Partner with the team to craft and deliver timely, transparent communications around roadmap decisions, changes, and feature launches.

• Support PM enablement by documenting product processes and contributing to resources that help teams work more efficiently, and help maintain and improve internal processes that support product decision-making and the product development lifecycle (PDLC).

• Build strong working relationships with cross-functional partners including Product Marketing, Go-to-Market, Enablement, and Community teams to ensure alignment and successful execution of business goals.

What you bring to the role:

• 4+ years of experience in product operations, customer success, program management, consulting, community management, or product management.

• Strong project management skills with the ability to manage multiple workstreams in a dynamic environment.

• A customer-first mindset and an instinct for connecting feedback to business and product priorities.

• Excellent written and verbal communication skills, with the ability to synthesize complex information clearly and concisely.

• Comfort with ambiguity, a strong sense of ownership, and a proactive, hands-on approach.

• Technical curiosity and a willingness to quickly learn new tools like AI and automation, systems, or analytical approaches.

• Analytical thinking and experience with reporting or supporting data-informed decisions.

• Team-first attitude with a strong sense of collaboration, adaptability, and eagerness to grow.

Basic Qualifications:

• 4+ years of proven experience in a role related to product development or customer-focused operations.

• Strong communication and stakeholder management skills.

• Effective collaborator in remote and cross-functional team environments.

• Ability to structure and execute work independently while supporting a larger team charter.

• Interest in and comfort with light data analysis or tooling (e.g., spreadsheets, dashboards).

Preferred Qualifications:

• Experience in an enterprise software or SaaS company.

• Familiarity with product feedback programs or product community work.

• Experience working in or alongside product development teams.

• Bachelor's degree or equivalent work experience.

• Proficiency with or interest in learning basic SQL.

• Process improvement mindset and attention to operational detail

• Strategic thinker with sound product and customer intuition.

• Experience working across distributed, global teams.

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The Poland annualized base salary range for this position is zł193,000.00-zł289,000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position, the actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors. This position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.

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.