Principal Product Manager – Action Platform

Zendesk builds AI‑powered, customizable and simple to use service software crafted to improve customer relationships. Many of the world’s favorite brands leverage our products to engage you as a customer. We lead the industry with beautifully simple software, and you’ve almost certainly interacted with it without knowing it!

We’re looking for a Principal Product Manager to lead our Action Platform, used to connect, build, and orchestrate automations across Zendesk and other systems with agentic and deterministic workflow solutions.

In this role you will collaborate closely with cross‑functional teams, including engineering, design, marketing, and sales, to deliver a solution that meets the needs of our customers. This role is suited to an individual who has extensive experience working on a platform product with many internal consumers and in customer‑facing products. As an integral platform to Zendesk’s product architecture, your ability to operate across geographically distributed stakeholders, balance priorities, and rapidly execute on initiatives that meet customer needs will be essential.

Responsibilities

- Act as a subject‑matter expert, working with customers both internal and external to understand their needs.
- Set and articulate a vision and roadmap for the area.
- Drive the execution of new capabilities and enhancements with engineering teams and cross‑functionally with other product areas, integration partners, and go‑to‑market teams.




- Translate the requirements of multiple internal consumers and customers into platform solutions that solve categories of use cases in a single approach, rather than highly optimised point‑based solutions.
- Advocate for a user‑centric approach in product development and collaborate with product designers to create intuitive and engaging user interfaces.
- Influence stakeholders across a variety of seniority levels, from SVP down, through written and verbal communication, championing and shaping organizational decisions.
- Define OKRs, success metrics and review performance against those.
- Scale services to manage thousands of rule executions with minimal impact on Zendesk infrastructure.

Basic Qualifications

- Bachelor’s degree and at least five years of product management experience delivering products that met business goals.
- Experience with customer‑focused SaaS and designing and shipping full‑stack solutions from front‑end, back‑end, and APIs.
- Strong collaborator who enjoys digging in with engineers to find the best solution.
- Ability to understand complex systems and balance performance, cost, and user experience trade‑offs.
- Self‑starter with a bias for action, motivated to solve problems and deliver results with an owner mentality.
- Excellent verbal and written communication skills for varying audiences: customers, engineering, marketing, program management,



and executives.
- Drive to deeply understand the product, market, customers, and use data to measure success with analytics tools.

Preferred Qualifications

- Past experience building an internal platform product that is also used in customer‑facing products.

Zendesk is an equal‑prospect employer. We are committed to fairness and transparency. Artificial intelligence or automated decision systems may be used in the evaluation of applications for this position in accordance with company guidelines and applicable law.

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 see the following link: https://www.zendesk.com/eeo

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.

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📌 Principal Product Manager (Melbourne)
🏢 Zendesk
📍 Melbourne