Job Description
Zendesk is pioneering the future of agentic AI for customer experience – and voice is the next frontier. As Senior Product Manager for Voice AI Agents, you'll help shape how millions of users interact with brands through intelligent, human-like conversations. Join us to build not just features, but a fundamentally better way to serve and support people everywhere.
Voice remains the most powerful and personal channel for customer service, and Zendesk is building the next generation of voice automation with AI at its core. This is a true zero-to-one opportunity: you’ll define the product vision, shape the user experience, and bring to life a conversational AI system that delivers natural, responsive, and high-quality voice interactions. You’ll lead the development of our first native voice channel for Zendesk AI Agents and work across our existing voice ecosystem – from Zendesk Talk to third-party voice platforms – to build a cohesive experience that automates customer service with speed and empathy.
Key Responsibilities
* Own the end-to-end product strategy for Zendesk's voice AI agents, from vision and roadmap to zero-to-one market delivery, aligned with our broader AI and omnichannel strategy
* Lead deep customer and market discovery to identify voice-specific opportunities, translating insights into product requirements and features
* Champion voice UX excellence, partnering with product design to create intuitive, natural conversational experiences
* Collaborate with AI researchers and engineers to integrate speech technologies while optimizing for real-time performance
* Define and track success metrics across adoption, latency, user satisfaction, and automation efficacy
* Build strong cross-functional partnerships with Engineering, AI Research, Customer Success, and GTM teams to ensure cohesive execution and market readiness
* Implement continuous discovery and development practices, maintaining high product quality through iterative testing and data-driven refinement
Required Qualifications
* Several years product management experience with 2+ years building AI-powered or voice products in B2B SaaS
* Track record leading cross-functional teams through zero-to-one product development
* Strong discovery and data-driven mindset with demonstrated user-focused outcomes
* Exceptional communication skills to align stakeholders and articulate complex voice AI value propositions
Bonus Qualifications
* Deep knowledge of voice technology (telephony, SIP, VoIP, ASR/TTS) and real-time UX performance factors
* Experience with LLM capabilities in voice contexts
* Background in customer service or CX product development
Success in the Role
* Establishing leadership within the voice AI domain, becoming the go-to expert for conversational voice strategy
* Driving significant adoption of our voice AI channel, making it a preferred option for customer service interactions
* Creating a natural, efficient voice user journey that improves automated resolution rates while delivering exceptional customer experiences
* Differentiating Zendesk in the market through innovative voice AI capabilities that seamlessly integrate with our omnichannel ecosystem
What you bring to the role:
* Enthusiastic mentor with the ability to inspire teams, fostering professional development and empowering teams to reach their full potential
* Strong technical background and professional experience developing and maintaining complex architectures
* Proven track record of successfully managing and motivating engineering teams, driving them towards achieving ambitious goals
* Experience scaling teams and leading engineering teams through change
* Understanding the value of diverse perspectives and actively seeking input from others to achieve optimal outcomes, acknowledging that your own viewpoint may not always be the best
* You excel in facilitating discussions and communicating with various stakeholders, ensuring clarity and alignment across teams and departments
* Experience working in collaborative teams,leveraging practices like pair programming and code reviews to promote knowledge sharing and enhance team performance
* Strong expertise in iterative development and balancing risks
* Commitment to Quality and a deep understanding of how to achieve and maintain it within complex architectures and software designs
#LI-MK12
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.