Zendesk is a global leader in customer and employee experience software, known for its intuitive, scalable, and intelligent solutions. We help organizations build stronger relationships by powering billions of conversations across email, chat, phone, and more. As we move into an AI-first era, Zendesk is redefining the future of customer service and employee support with innovative, intelligent products.
The Opportunity
We’re seeking a Senior Product Manager to define and drive the growth of our marketplace, developer platform, and AI-powered applications. This strategic role is critical in evolving our marketplace into a modern, scalable engine that enables partners and developers to create transformative AI apps and solutions across customer and employee service.This is a unique opportunity to lead a cross-functional charter that blends product vision, partner engagement, and technical platform development—empowering value-generating experiences for Zendesk customers and partners through a vibrant marketplace and thriving developer ecosystem
What You’ll OwnMarketplace Growth & Enablement
Drive Zendesk marketplace growth via identification, prioritization, and delivery of needle moving improvements
Champion partner (supply-side) success through partner-focused tools, lifecycle management, enablement & training programs, and initiaitves that support discoverability, onboarding, and sales
Implement demand-driving initiatives and growth loops to drive expansion of Zendesk ecosystem organically
Introduce the future or marketplace monetization and scalable revenue models that drive partner growth and innovation
Developer Ecosystem Engagement
Define and deliver the roadmap across our developer tools that improves the Developer Experience (DevEx)
Scale the Developer Portal into a world-class frictionless experience
Partner with internal product teams to incorporate platform primitives in the developer tooling and enable evolution of marketplace apps into AI-first solutions
Product leadership
Understand the broader market, how AI-first solutions are influencing and changing marketplaces, and how Zendesk should respond and lead the way
Work closely with internal teams and external developers to foster adoption and feedback loops
Represent Zendesk in developer forums, events, and advisory boards
Customer-Centric Innovation
Enable customers to discover, adopt, and request apps, integrations, and AI-first extensions on Zendesk
Curate and package customer-centric solution bundles through in-product experiences
Enable user-contributed app model to expand Zendesk's ecosystem organically
Execution & Impact
Define clear KPIs: developer NPS, API usage, app adoption, GMV of Marketplace, partner CSAT
Collaborate cross-functionally with product, design, engineering, sales, and marketing
Translate vision into tangible business outcomes and sustained platform growth
What You Bring
6+ years of product management or platform strategy experience in B2B SaaS; prior ownership of Marketplaces or Developer Ecosystems required
Demonstrated success in growing marketplaces and managing supply-side vs demand-side tradeoffs
Experience in highly dynamic, tech-forward environments
Proven leadership in engaging and influencing internal/external stakeholders at all levels
Strong business and customer acumen; ability to translate needs into product success that show up in metrics
Clear, concise communicator with a bias toward action and continuous learning
Preferred
Technical familiarity of API ecosystems, integration or extensible app frameworks, and developer tooling
Familiarity with modern AI app builder technology and ecosystems as well emerging technologies like MCP (Model Context Protocol)
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 [email protected] with your specific accommodation request.
