# Lead, Product Strategy & Operations

**Company**: Zendesk
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Product Management
**Industry**: Technology

**Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Berlin-Germany/Lead--Product-Strategy---Operations---AI-Agents_R35185?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8e5f3e3d-72e

## Description

Zendesk is transforming customer service through AI, and our AI Agents organisation is at the centre 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.

**Responsibilities**

- 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 prioritisation.

- Drive cross-functional alignment across Product Development, Customer Experience, Go-to-Market, Data, and other partners through clear operating rhythms, ownership, and follow-through.

- Optimise 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.

**Requirements**

- 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 leaders in a complex, fast-moving product organisation.

- Strong understanding of Product Development processes, customer discovery, product planning, and cross-functional execution.

- Exceptional organisational and operational skills, with a record of improving processes and bringing clarity to ambiguous, high-complexity environments.

- Strong analytical skills and experience translating customer feedback, product data, and business priorities into actionable recommendations and measurable outcomes.

- Excellent communication, stakeholder-management, and influencing skills, with the ability to engage executives and move complex work forward without formal authority.

**Nice to have**

- Experience working on AI-powered or SaaS products.

- Familiarity with Product Development frameworks, Jira Plans, PDLC, or similar planning methodologies.

- Experience partnering with Customer Experience, Sales, Marketing, or Customer Success organisations.

- Experience improving product feedback loops, Early Access Programs, or customer engagement initiatives.

- Experience working across globally distributed Product Development and go-to-market teams.

**Benefits**

- Hybrid way of working, enabling purposeful in-person connections and remote work flexibility.

- Commitment to fairness and transparency, with AI and automated decision systems used in accordance with Company guidelines and applicable law.

- Equal opportunity employer, fostering global diversity, equity, and inclusion in the workplace.

## Skills

### Required
- Product Strategy & Operations
- Product Management
- Customer Experience
- Data Analysis
- Communication

### Nice to have
- AI-powered products
- SaaS products
- Product Development frameworks
- Jira Plans
- PDLC

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Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Berlin-Germany/Lead--Product-Strategy---Operations---AI-Agents_R35185?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)