Job Description

Who we’re looking for

Zendesk is a service-first CRM company that builds powerful, customizable software designed to improve customer relations. At Zendesk we encourage growth, innovation and believe in giving back to the communities we call home.

We are looking for a person who thrives in a multi-project, multifaceted and lively environment to help lead an outstanding and exciting opportunity. Zendesk’s Employee Technology Platforms team is driving to define how we use technology in our digital workplace. To help us achieve our goals, you should be a successful and experienced Product Manager/Owner with a proven background in building a world class environment for employees.

What you’ll be doing

• Drive Zendesk Employee’s Experience within enterprise collaboration platforms such as Google Workspace, Slack, and Zoom, partnering with the Employee Technology Platforms leadership to ensure a world class ecosystem that meets the needs of Zendesk and ensures a consistent user experience in a hybrid office environment.

• Work with cross functional team members to ensure employees have the knowledge, tools and skill sets required for their roles.

• Work with Employee Technology Platforms management, Internal Communications and other stakeholders to define and deliver strategy by managing roadmaps for various collaboration tools to ensure that Zendesk’s digital tools continue to evolve and best meet the needs of employees.

• Participate and lead agile ceremonies, including Sprint Planning, Sprint Reviews, and Sprint Retrospectives, and Annual/Quarterly Planning

• Conduct user research to understand the needs and pain points of employees to bring user empathy to the forefront of problem solving.

• Contribute to other collaboration projects and initiatives.

• Work with stakeholders to define priorities for requests for new functionality and tools.

• Maintain a good understanding of industry best practice and new technological opportunities that can add business value to Zendesk.

• Champion the strategic use of enterprise collaboration tools, demonstrating business benefits and driving adoption across Zendesk.

• Monitor usage across platforms using analytics tools and provide insightful analytics to key stakeholders that demonstrates the effectiveness of applications across the Employee Technology Platforms team.

What you bring to the role Basic Qualifications:

• 5+ years of Product Manager/Owner experience with an employee focus

• 3+ years managing Zoom, AV, or similar collaboration tools

• Strong presentation skills with experience presenting to stakeholders and senior management

• Strong understanding of the principles of Usability and User Experience

• Strong understanding of the principles of Agile methodology

Preferred Qualifications:

• High level of comfort with enterprise collaboration software and other web-based technologies

• Skills to work independently and in a large project team setting

• Critical thinker and problem-solving skills

• Demonstrable ability to work autonomously, manage and lead small to medium projects or parts of larger programs requiring program management involvement

• Self-motivated with the ability to not only work in a group/individual setting, but able to drive action and independently with little to no direction

• Passionate about process optimization and system implementations

Where We Work Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 peopleandplaces@zendesk.com with your specific accommodation request.