Product Manager
Hyatt
AEM
Job Level
JuniorMid-Level
About the role
- Own and drive the holistic product strategy for both Agent Config & Personalization and Integrations tribes, delivering vision, roadmap, and execution that link platform capabilities with market needs
- Lead and grow a team of Product Managers, providing mentorship, structure, and direction to unlock their impact across tribes
- Champion agentic AI and LLM-driven workflows – maximize configurability, extensibility, and security without compromising usability or AI performance
- Create frameworks and tools enabling customers to define and manage their bot's personality, including custom instructions, tone, domain-specific behaviors, and empathy settings
- Partner with AI engineering and product design to define modular, scalable frameworks for agent configuration, orchestration, and integration pipelines
- Engage regularly with enterprise customers, emerging AI technology, and platform partners to anticipate future requirements and differentiate Zendesk in the market
- Define and track success metrics for AI-agent adoption, integration quality, personality customization usage, and customer satisfaction
- Align cross-functional partners across Product, Engineering, Forward Deployment, Sales, GTM, and Customer Success, driving commercialization and operational excellence
Requirements
- Significant product management experience with exposure to AI, agentic architectures, or LLM-driven SaaS products
- 2+ years’ experience managing PMs or leading multi-team product organizations in high-scale B2B environments
- Evidence of success launching complex, scalable configuration, extensibility, or integration platforms – ideally for AI or automation products
- Strong technical fluency with APIs, AI / LLM ecosystems, configuration management, and security / compliance best practices
- Passion for conversational design and experience delivering products with customizable user experiences, including personality, tone, or empathy features
- Exceptional stakeholder engagement and communication ability across technical and non-technical audiences
