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Senior Product Manager, AI Agent Config & Personalization

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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

Requirements:

  • 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

Benefits:

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