Principal Product Manager

Zendesk is seeking a Principal Product Manager to lead the strategy and roadmap for their Custom Agents platform, which enables customers to build AI agents for automating service workflows. This senior individual contributor role involves defining product vision, leading development of agent creation and management capabilities, and partnering with customers and internal teams to deliver innovative AI solutions.

• Own product strategy and roadmap for Custom Agents lifecycle
• Lead development of agent-building, evaluation, deployment, governance, and observability
• Establish platform patterns for actions, integrations, and human oversight
• Partner with customers to identify high-value use cases
• Align cross-functional teams and influence senior leaders
• Define adoption, execution, quality, and business-outcome metrics