Senior Principal Product Manager, AI Platform, Australia (Melbourne)

This role is based in Melbourne and requires you to work from office at least 2 days a week.

Zendesk is seeking an experienced Principal Product Manager to lead product for our internal AI Platform - the foundational platform that powers every AI feature across Zendesk. This platform spans the full agent lifecycle (build, test, publish, operate, improve) and provides the shared capabilities, infrastructure, SDK, and developer tooling that all vertical AI teams build upon. The right candidate will demonstrate robust technical, product and strategic thinking with a customer-centric mindset, excellent prioritization skills, and flawless execution ability.

You will collaborate cross-functionally to drive product vision and strategy, while ensuring successful execution in this technical domain.

What You'll Do

Own the end-to-end product strategy and roadmap for Zendesk's internal AI Platform, a layered stack spanning foundational infrastructure through to developer-facing tooling:





- Agent Development Kit (ADK) & SDK - the primary interfaces for vertical teams to build, compose, and deploy AI agents, including runtime protocols, registry clients, CLI tooling, and YAML-based agent authoring.
- Platform Capabilities - durable execution, agent memory, CI/CD for agents, A/B testing, agent registry (skills, tools, agents, guardrails), and governance across the full agent lifecycle.
- Evaluation & Observability - a layered observability stack from raw agent traces through to customer-facing evals, conversation simulation, QA integration, and A/B testing frameworks.
- Infrastructure - orchestration (Temporal), eval tooling (BrainTrust), feature management (GrowthBook), agent sandboxing (MicroVMs, FireCracker, WASM), and foundational compute, storage, and event systems.

Drive platform adoption across vertical AI teams - meeting teams where

📌 Senior Principal Product Manager (Melbourne)
🏢 Zendesk
📍 Melbourne