Senior Product Manager

Zendesk is a company that builds software to improve customer service experiences, powering billions of conversations with well-known brands. The role is within a team focused on developing a Knowledge Graph product that enhances AI experiences by ingesting and modeling content to improve knowledge management and retrieval.

• Minimum of 5 years of product management experience, particularly in SaaS environments with data-driven products.
• Familiarity with AI/ML product development including LLMs, RAG architectures, embedding models, or generative AI.
• Experience with multi-format content ingestion such as NLP, OCR, and document cleaning in a multi-tenant SaaS environment.
• Strong product instincts and analytical mindset with ability to measure success.
• Excellent verbal and written communication skills to explain complex technical concepts.
• Collaborative approach with ability to influence and motivate cross-functional teams.
• Adaptability and proactive problem-solving skills.

Preferred Domain Knowledge:

• Proven experience in knowledge graph development, semantic modeling, and content ingestion.
• Familiarity with data science concepts, NLP, OCR technologies, and document cleaning techniques.

• Create and own a knowledge graph roadmap, including feature development for content ingestion workflows and data retrieval.
• Form and develop a team focused on knowledge graph development.
• Collaborate with engineering, data science, and design teams to build scalable solutions leveraging knowledge graphs.
• Prioritize and manage feature development aligned with product strategy.
• Communicate the knowledge graph vision and progress to stakeholders.
• Conduct product research by engaging with customers and stakeholders to gather feedback.
• Oversee data quality and governance by implementing best practices for data ingestion, cleaning, and management.

Zendesk is an equal opportunity employer committed to diversity, equity, and inclusion. Employment decisions are made without regard to protected characteristics. Reasonable accommodations are available for applicants with disabilities. The role requires attendance at the local office part of the week as part of a hybrid work model.