Berlin, Germany · Hybrid
Job Description Zendesk is at the forefront of enabling businesses to configure, control, and personalize next-generation AI agents. As Senior Product Manager for Agent Config & Personalization, you'll take ownership of …
Skills: Product management, AI agents, LLM technologies, B2B SaaS, Configuration frameworks
Krakow, Lesser Poland Voivodeship, Poland · Hybrid
$154k–$230k/yr
Job Description At Zendesk, we strongly believe that to build a great company, you need great people. We enjoy working with smart, focused colleagues who care about both the work they do and the impact it has. We value c…
Skills: SQL, Data Analytics, Product Analytics, Business Intelligence, Data Visualization
Austin, Texas, United States · Hybrid
$151k–$227k/yr
Job Description About us We are looking for a Senior Data Analyst to support the Foundation Insights team. You will work cross-functionally to help drive analytics, enablement, and data-driven decision-making for our glo…
Skills: SQL, Dbt, Data Modeling, Data Visualization, Tableau
Arizona, United States · Hybrid
$118k–$178k/yr
Job Description Are you ready to own the strategy, not just the task? We are looking for a high-impact Global Leave & Accommodation Program Manager to lead our Global Leave and ADA/Accommodation strategy. This is a criti…
Skills: Leave of absence management, ADA compliance, Reasonable accommodations, HR operations, Total rewards
Dublin, Leinster, Ireland · Hybrid
Job Description At Zendesk, we’re revolutionising what’s possible in Customer Experience (CX) and Employee Services (ES). Our rapid innovation and Agentic AI leadership have earned the trust of thousands of forward-think…
Skills: Technical Presales, Solution Engineering, JavaScript, Python, Node.js
Berlin, Germany · Hybrid
Job Description At Zendesk, we’re on a mission to build the most advanced AI agents in CX, and the AI Agent Testing team within the AI Agents organization plays a critical role in ensuring those agents are reliable, robu…
Skills: TypeScript, React, Node.js, Backend development, API design
London, England, United Kingdom · Hybrid
Job Description Why This Role? Why Now? Customer experience is transforming through AI-driven innovation. At Zendesk, we don’t just embrace this change — we lead it. As visionary architects of our AI-powered Resolution P…
Skills: AI Strategy, Customer Success, Program Management, Stakeholder Management, SaaS
San Francisco, California, United States · Hybrid
$320k–$480k/yr
Job Description Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating that ambition by building products rooted in AI, automation, and intelligent cu…
Skills: Global communications strategy, Executive advisory, Public relations, Internal communications, Crisis communications
Ciudad de México, Mexico · Hybrid
Job Description Are you passionate about the customer experience? Are you seeking a sales career that allows you to work with the world’s fastest-growing mid-market and Fortune 500 leaders? People are not afraid to take …
Skills: Outbound sales, Prospecting, Customer service, SaaS, High-tech
Ciudad de México, Mexico · Hybrid
Job Description Sales Development is the sales & talent pipeline driving the LATAM business. At Zendesk, we provide the best sales training ground that enables you to enhance your skill set and accelerate your career tra…
Skills: Sales, Lead qualification, CRM management, Communication skills, Upselling
Singapore, Singapore · Hybrid
Job Description Why This Role? Why Now? Customer experience is transforming through AI-driven innovation. At Zendesk, we don’t just embrace this change — we lead it. As visionary architects of our AI-powered Resolution P…
Skills: Customer Success, AI Strategy, Project Management, Program Management, Strategic Planning
London, England, United Kingdom · Hybrid
Job Description About Zendesk & This Opportunity At Zendesk, we build software designed to make customer experiences simple and seamless. We believe our internal operations should run the exact same way. We are looking f…
Skills: Sales Operations, Revenue Operations, Salesforce, Business Intelligence Tools, AI Automation
Copenhagen, Capital Region of Denmark, Denmark · Hybrid
Job Description Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating that ambition by building products rooted in AI, automation, and intelligent cu…
Skills: Engineering Management, SaaS Architecture, AI Literacy, Cloud Services, People Leadership
Melbourne, Victoria, Australia · Hybrid
Job Description Zendesk is redefining how the world delivers service. In addition to our world class CX & service platform, in under three years, we’ve built a $200m ARR AI business - the fastest-growing product line in …
Skills: Outbound Prospecting, Pipeline Management, Consultative Selling, Value-Based Selling, Executive Engagement
Lisbon, Portugal · Hybrid
Job Description Sales Development is the sales & talent pipeline driving the EMEA business. At Zendesk, we provide the best sales training ground that enables you to enhance your skillset and accelerate your career traje…
Skills: Outbound Prospecting, Lead Generation, Consultative Sales, Customer Experience, SaaS Sales
Melbourne, Victoria, Australia · Hybrid
Job Description Zendesk is redefining how the world delivers service. In addition to our world class CX & service platform, in under three years, we’ve built a $200m ARR AI business - the fastest-growing product line in …
Skills: Outbound Prospecting, Pipeline Management, Consultative Selling, Value-Based Selling, Lead Qualification
Portugal · Hybrid
Job Description At Zendesk, our focus is helping our customers build great relationships with their customers. Founded by three Danish entrepreneurs, Zendesk has experienced remarkable success and growth while maintainin…
Skills: Machine Learning Engineering, MLOps, Python, LLM Integration, Model Serving
California, United States · Hybrid
$148k–$222k/yr
Job Description Department: Customer Experience Strategy & Operations Location: Remote / Flexible Reports to: Tuyen Wu At Zendesk, we believe the future of customer success is rooted in human connection, driven by insigh…
Skills: SQL, Snowflake, Salesforce, Gainsight, Gong
Melbourne, Victoria, Australia · Hybrid
Job Description The Mission: The enterprise software landscape is fracturing. We are transitioning from "Systems of Record" to "Systems of Action." Zendesk is leading this shift with the Resolution Platform, aiming to be…
Skills: Machine Learning, Large Language Models, Agent Architectures, Reinforcement Learning, Python
Lisbon, Portugal · Hybrid
Job Description Sales Development is the sales & talent pipeline driving the EMEA business. At Zendesk, we provide the best sales training ground that enables you to enhance your skillset and accelerate your career traje…
Skills: Outbound Prospecting, Lead Generation, Consultative Sales, Customer Experience, Strategic Prospecting
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Define and execute the product strategy for AI agent configuration, including controls for personality, tone, and behavior. Collaborate with cross-functional teams to integrate these features into LLM-driven behaviors and admin governance frameworks.
Requires several years of product management experience in AI, automation, or B2B SaaS platforms. Candidates must have strong familiarity with LLM technologies and the ability to lead zero-to-one product initiatives.
Zendesk is at the forefront of enabling businesses to configure, control, and personalize next-generation AI agents. As Senior Product Manager for Agent Config & Personalization, you'll take ownership of developing and delivering features that allow customers to precisely manage their AI agents' tone, empathy, behavior, and configuration – ensuring every deployment is adaptable and aligned to unique business needs.
This role is focused on building robust, usable configuration frameworks and tools – from custom instructions, persona controls, and permissions to intuitive admin and user-facing settings. You'll collaborate closely with engineers, designers, and researchers to deliver secure, scalable, and flexible capabilities for customers ranging from small businesses to global enterprises.
You bring a strong product discovery mindset and stay close to customers – using feedback, ongoing validation, and openness to AI-powered prototyping and tooling to quickly bring the right experience to market
Define and execute the product strategy for agent configuration and personalization – including advanced controls for agent personality, tone, empathy, and behavior.
Enable customers to configure their AI agents’ conversational style and settings with intuitive tools (e.g., custom instructions, empathy controls, domain-specific guidance, localization).
Collaborate cross-functionally to integrate configuration and personality features into LLM-driven behaviors, permissions frameworks, and admin governance.
Develop and iterate on UI surfaces and backend frameworks supporting flexible, reliable agent configuration and management.
Establish and measure KPIs for agent adoption, configuration depth, effective personalization, and customer satisfaction.
Partner across Product, Engineering, Design, and Go-To-Market to ensure high-quality delivery and end-to-end alignment.
Several years of product management experience delivering AI, automation, and/or B2B SaaS platforms.
Strong familiarity with LLM technologies, configuration frameworks, and conversational or agentic AI – including experience building personalization or tone-related features.
Demonstrated ability to lead zero-to-one product initiatives, rapid iteration, and ongoing customer discovery with tangible results.
Data-driven, user-centric mindset; able to translate technical AI capabilities into practical, customer-facing controls.
Excellent communicator and collaborator across technical and non-technical teams.
Experience building UX for agent personality, tone, or persona in AI-powered products.
Knowledge of retrieval-augmented generation (RAG), LLM prompt tuning, or agent safety and compliance.
Background in customer service product development or platform extensibility.
Deliver a configuration and personalization platform that’s recognized for usability, flexibility, security, and business value
Customers deploy AI agents that reflect their requirements and branding, with fast and effective customization options
Zendesk AI Agents maintain a reputation for configurable, enterprise-ready agentic AI
Initial Call with Talent Team - 30 mins
Hiring Manager Interview with a Group Product Manager, AI Agents - 30 mins
Case Study / Workshop - 1.5 hours
Final interview with a Director of Product, AI Agents - 45 mins
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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.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
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.
Self-improving AI agents that learn, adapt, and outperform. On every channel, on any platform.
Move beyond deflection. Deliver real resolutions with self-improving AI agents that learn, adapt, and outperform, on every channel, on any platform.
Offices: 989 Market St, San Francisco, California 94103, US · 25 West Main Street, Madison, Wisconsin 53703, US · Snaregade 12, Kobenhavn K, Capital Region 1205, DK · 30 Eastbourne Terrace, London, England W2 6LA, GB · 5th Ave, Taguig City, National Capital Region, PH
Self-improving AI agents that learn, adapt, and outperform. On every channel, on any platform.
Move beyond deflection. Deliver real resolutions with self-improving AI agents that learn, adapt, and outperform, on every channel, on any platform.
Offices: 989 Market St, San Francisco, California 94103, US · 25 West Main Street, Madison, Wisconsin 53703, US · Snaregade 12, Kobenhavn K, Capital Region 1205, DK · 30 Eastbourne Terrace, London, England W2 6LA, GB · 5th Ave, Taguig City, National Capital Region, PH
