Senior Product Manager, AI Agents

Zendesk is a company that develops software focused on customer service, powering billions of conversations for well-known brands. The role is within Zendesk GmbH located in Germany, with additional locations in Poland, Portugal, and remote work options, focusing on AI agent configuration and personalization.

• Several years of product management experience delivering AI, automation, and/or B2B SaaS platforms.
• Strong familiarity with LLM technologies, configuration frameworks, and conversational or agentic AI, including personalization or tone features.
• Proven ability to lead zero-to-one product initiatives and ongoing customer discovery.
• Data-driven and user-centric mindset, translating technical AI capabilities into customer-facing controls.
• Excellent communication and collaboration skills across technical and non-technical teams.

Nice to have:

• Experience building UX for agent personality, tone, or persona in AI products.
• Knowledge of retrieval-augmented generation (RAG), LLM prompt tuning, or agent safety and compliance.
• Background in customer service product development or platform extensibility.

• Define and execute product strategy for agent configuration and personalization.
• Enable customers to configure AI agents' conversational style and settings via intuitive tools.
• Collaborate across teams to integrate configuration and personality features with LLM-driven behaviors and permissions.
• Develop and iterate UI and backend frameworks for flexible agent management.
• Establish and measure KPIs related to agent adoption, personalization effectiveness, and customer satisfaction.
• Partner with Product, Engineering, Design, and Go-To-Market teams to ensure high-quality delivery and alignment.

Applicants should be aware that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications as per company guidelines and applicable law. Zendesk is an equal opportunity employer and offers accommodations for applicants with disabilities. The role follows legal equal employment opportunity standards applicable in the United States.