Senior Product Manager, AI Agent Config & Personalization

Job Description

Zendesk is at the forefront of enabling businesses to configure, control, and personalize next-generation AI agents. As (Senior) Product Manager for Agent Config & Personalization, you'll take ownership of developing and delivering features that allow customers to precisely manage their AI agents' tone, empathy, behavior, and configuration – ensuring every deployment is adaptable and aligned to unique business needs.

This role is focused on building robust, usable configuration frameworks and tools – from custom instructions, persona controls, and permissions to intuitive admin and user-facing settings. You'll collaborate closely with engineers, designers, and researchers to deliver secure, scalable, and flexible capabilities for customers ranging from small businesses to global enterprises.

You bring a strong product discovery mindset and stay close to customers – using feedback, ongoing validation, and openness to AI-powered prototyping and tooling to quickly bring the right experience to market

Key Responsibilities

• Define and execute the product strategy for agent configuration and personalization – including advanced controls for bot personality, tone, empathy, and behavior
• Enable customers to configure their AI agents’ conversational style and settings with intuitive tools (e.g., custom instructions, empathy controls, domain-specific guidance)
• Collaborate cross-functionally to integrate configuration and personality features into LLM-driven behaviors, permissions frameworks, and admin governance
• Develop and iterate on UI surfaces and backend frameworks supporting flexible, reliable agent configuration and management
• Establish and measure KPIs for agent adoption, configuration depth, effective personalization, and customer satisfaction
• Partner across Product, Engineering, Design, and Go-To-Market to ensure high-quality delivery and end-to-end alignment

Required Qualifications

• Several years of product management experience delivering AI, automation, and/or B2B SaaS platforms
• Strong familiarity with LLM technologies, configuration frameworks, and conversational or agentic AI – including experience building personalization or tone-related features
• Demonstrated ability to lead zero-to-one product initiatives, rapid iteration, and ongoing customer discovery with tangible results
• Data-driven, user-centric mindset; able to translate technical AI capabilities into practical, customer-facing controls
• Excellent communicator and collaborator across technical and non-technical teams

Bonus Qualifications

• Experience building UX for agent personality, tone, or persona in AI-powered products
• Knowledge of retrieval-augmented generation (RAG), LLM prompt tuning, or agent safety and compliance
• Background in customer service product development or platform extensibility

Success in the Role

• Deliver a configuration and personalization platform that’s recognized for usability, flexibility, security, and business value
• Customers deploy AI agents that reflect their requirements and branding, with fast and effective customization options
• Zendesk AI Agents maintain a reputation for configurable, enterprise-ready agentic AI

Interview Process

• Initial Call with Talent Team - 15 mins
• Hiring Manager Interview with Mirza, Group Product Manager, AI Agents - 30 mins
• Case Study / Workshop - 1.5 hours
• Final interview with Udi, Director of Product, AI Agents - 45 mins

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.

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.