Overview
Senior Product Manager, Voice AI Agents at Zendesk. Role focuses on building the next generation of voice automation for customer experience, defining product vision, user experience, and a conversational AI system for native voice channels across Zendesk AI Agents and related voice ecosystems.
Responsibilities
- Own the end-to-end product strategy for Zendesks voice AI agents, from vision and roadmap to zero-to-one market delivery, aligned with the 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 the 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 integrate with the omnichannel ecosystem
Work Model
Hybrid: this role supports a rich onsite experience at the team level, with flexibility to work remotely part of the week. The in-office schedule is determined by the hiring manager.
Company and Diversity Statement
Zendesk is committed to fairness and transparency. We are an equal opportunity employer. We value global diversity, equity, and inclusion. We do not discriminate based on race, color, religion, national origin, age, sex, gender identity, gender expression, sexual orientation, marital status, medical condition, disability, military or veteran status, or any other characteristic protected by law. If you need an accommodation to apply, please contact us.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable law. For accommodation requests, please email peopleandplaces@zendesk.com.
Seniority level
Employment type
Job function
- Product Management and Marketing
- Industries: Software Development
