About this role
Lead, Product Strategy & Operations – AI Agents
Zendesk is transforming customer service through AI, and our AI Agents organization is at the center of that transformation. We’re looking for an experienced Lead, Product Strategy & Operations to join the Product Strategy and Operations team and serve as a strategic operating partner to AI Agents Product leadership. This role will work closely with the AI Agents Product Development team and cross-functional partners, including Go-to-Market teams, to drive operational excellence, cross-functional alignment, data-informed product strategy, and continuous process improvement.
This is a highly cross-functional, strategic individual contributor role. You'll work alongside Product leaders to connect customer insights, product priorities, and business initiatives into a clear, actionable view that enables better decision-making across the organization.
Rather than building new operational processes from scratch, you'll help the team get the most value from existing Product Development programs, improve how they work for AI Agents, and ensure Product teams can effectively engage with customers and cross-functional stakeholders.
What you'll do
- Partner with Product leadership to create a clear, integrated view of AI Agents priorities, customer-impacting initiatives, dependencies, and strategic decisions and translate that view into executive-ready recommendations and communications.
- Connect customer insights and data to product strategy by working with the broader Product Strategy and Operations team to ensure customer feedback, Early Access Programs, product data, and other signals inform product planning and prioritization.
- Drive cross-functional alignment across Product Development, Customer Experience, Go-to-Market, Data, and other partners through clear operating rhythms, ownership, and follow-through.
- Optimize Product Development programs by helping AI Agents teams get greater value from existing planning, discovery, launch, and customer-engagement processes and driving focused improvements with program owners.
- Drive operational excellence and continuous improvement by identifying friction and process gaps, developing actionable recommendations with the Product Strategy and Operations team, and measuring the impact of agreed improvements
What we're looking for:
- Several years of experience in Product Strategy & Operations, Product Operations, Product Management, Chief of Staff, or similar strategic operational roles within B2B SaaS.
- Experience partnering with senior Product, Design, or Engineering l