Job Description

As a Senior Product Design Manager, for our Knowledge team, you will lead our design team responsible for creating a best-in-class knowledge platform that powers our customers' conversational AI experiences. You’ll set design strategy for the product area, grow and coach a team of designers, partner closely with cross-functional stakeholders, and ensure our design work drives measurable customer and business outcomes. You will ensure close collaboration with other designers in the AI space to ensure an optimal and consistent end-to-end experience. Your role will be vital to our mission of enabling AI-driven self-service workflows that provide accurate answers and exceptional CX.

You will get to collaborate mostly with teams in Portugal, Denmark, Poland but also distributed teams across EMEA, AMER & APAC.

What you get to do every single day

• Define and evangelize design strategy and priorities for Zendesk Knowledge, aligning design work to product outcomes and business metrics.

• Lead and scale a team of product designers, setting clear goals, developing career plans, and running hiring and performance processes.

• Partner with Product Management, Engineering, Research, Content and Design Systems to scope work, prioritize initiatives, and remove cross-functional blockers.

• Drive a research-backed design process: synthesize user research, analytics, and competitive insights to shape experience decisions and roadmap trade-offs.

• Ensure high-quality delivery by establishing design standards, review rituals, adoption and contribution to our design system across the team.

• Mentor and develop design craft and leadership in the team through coaching, critiques, and structured learning.

• Represent design in stakeholder forums and influence executive-level decisions about product direction and resourcing.

What you bring to the role

• 5+ years of professional experience in designing consumer or business SaaS applications (CMS and CRM product is a plus).

• 5+ years managing and growing design teams, with experience hiring, mentoring, and evaluating designers.

• Demonstrable experience translating user research and business goals into product strategy and measurable outcomes.

• Proven collaborator: track record working closely with Product, Engineering, Content and Research to deliver shipped products.

• Excellent communication and stakeholder-management skills; able to present design rationale and trade-offs clearly to technical and non-technical audiences.

• Comfortable working in a fast-paced, distributed environment and prioritizing high-impact work.

• Prior experience with designing LLM integrations and AI feature workflows.

What’s in it for you?

• Ownership of the projects you work on and freedom to put your ideas on the table

• Being a part of defining new standards in an emerging space

• Flexible working hours, cozy offices and hybrid work environment

• Opportunity to learn and grow with a hardworking and passionate team

***** Please submit a link to your portfolio or work samples with your application *****

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.