Define and communicate the multi-year vision and roadmap for Support Core as both a platform and shared product experience layer
Transform core systems into AI-forward, composable components that power consistent experiences across Zendesk
Own both: Platform capabilities (APIs, services, infrastructure, integration interfaces) Shared product experiences built on top of those platforms (e.g., search experiences powered by retrieval architecture)
Design a modern, AI-native engineering experience by designing platform abstractions and integration surfaces that enable fast and scalable integration with all Zendesk products, including acquisitions
Drive AI-native platform capabilities across Support Core, ensuring our systems are architected so AI operates seamlessly on top of them, within them, and alongside them
Lead and develop a team of five product managers across Ticketing, Search, Email, and Lists
Partner closely with Engineering to modernize system architecture, improve reliability and performance, and reduce complexity
Influence the broader Core Services platform strategy and align investments with company-level goals
Establish outcome-driven planning, strong execution discipline, and clear executive communication.

Requirements

Experience leading platform or infrastructure product teams in high-scale SaaS environments
Experience owning both platform capabilities and shared product experiences
Strong technical fluency - comfortable engaging deeply in distributed systems, APIs, search/retrieval architecture, cloud-native systems, and integration patterns
Demonstrated experience building or enabling AI-powered systems (LLM integration, search and retrieval, ML-backed features, AI infrastructure, or developer tooling)
Strong understanding of modern AI-native development patterns and AI-assisted engineering workflows
Experience designing systems that serve as a shared foundation across multiple products or business units
Proven ability to lead and scale senior product managers
Strong strategic thinking combined with operational rigor
Exceptional communication and executive influence skills
High ownership mindset and ability to drive clarity in complex, ambiguous environments.

Benefits

Bonus
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Applicant Tracking System Keywords

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Hard Skills & Tools

APIsservicesinfrastructureintegration interfacesAI-powered systemsLLM integrationsearch architecturecloud-native systemsML-backed featuresintegration patterns

Soft Skills

leadershipstrategic thinkingoperational rigorcommunicationexecutive influencehigh ownership mindsetclarity in complex environments