Job Description Principal Product Manager, Custom Agents We are looking for a Principal Product Manager to define and scale Zendesk's Custom Agents platform, enabling customers to build AI agents that reason, take action, and automate complex service workflows across Zendesk and third-party systems.
As a senior individual contributor, you will own the product strategy and roadmap for the Custom Agents lifecycle, including agent creation, testing, deployment, observability, governance, and optimization.
You will work closely with engineering, AI research, design, go-to-market teams, and enterprise customers to translate emerging agentic AI capabilities into trusted, intuitive, and measurable customer outcomes.
Key responsibilities include: Define the long-term vision, strategy, and roadmap for Custom Agents.
Lead development of agent-building, evaluation, deployment, governance,



and observability capabilities.
Establish platform patterns for actions, integrations, human oversight, error recovery, and enterprise controls.
Partner with customers to identify high-value service and employee-support use cases.
Align cross-functional teams and influence senior leaders without direct authority.
Define adoption, execution, quality, and business-outcome metrics for the product.
The ideal candidate has deep experience building enterprise platforms, workflow automation, developer tools, or AI products; excels in technically complex environments; and can move fluidly between platform architecture, customer problems, and executive-level strategy.

📌 Principal Product Manager (Victoria)
🏢 Zendesk
📍 Victoria