Product Manager EHC

Job Description

• Job Title: Product Manager - EHC
• Location: Onsite – Zendesk Office 
• Department: Employee Services Technology & Operations 

Love helping people? Well, Zendesk is looking for an IT Service Desk Specialist who is a sharp go-getter!  You should be customer-centric, a problem solver, caring, honest, observant, humble, rational and above all else self-aware. To be successful here you should not be shy and be ready to address any task big or small. We are looking for someone who is collaborative, has a good work ethic and enjoys being part of a diverse team across the globe. 

About Zendesk:

At Zendesk, we believe outstanding customer experiences come from exceptional service and collaborative teamwork. We lead with empathy, innovate with purpose, and celebrate diversity and inclusion in everything we do. Join us as a Product Owner and be part of a global team that cares deeply about our people and the technology that powers them.

The Role:

We are looking for a Product Manager with strong Zendesk expertise to lead the development and optimization of our Employee Services experience. This role will focus on designing, implementing, and scaling Zendesk to be a best-in-class internal platform that enables HR, IT, Facilities, and other employee-facing teams to deliver seamless support across the organization.

The ideal candidate is both strategic and hands-on: someone who knows Zendesk inside and out, understands its capabilities and limitations, and can partner with stakeholders to define and deliver solutions that improve the employee journey.

What You’Ll Do:

• Own the vision, roadmap, and execution for Zendesk as the foundation of our Employee Services strategy.
• Partner with HR, IT, Workplace, and other functions to translate employee needs into scalable support workflows.
• Design and optimize ticketing flows, knowledge management, automations, macros, SLAs, and AI/chatbot integrations to improve efficiency and employee satisfaction.
• Leverage Zendesk analytics and reporting to track KPIs (response times, resolution times, employee satisfaction scores) and identify continuous improvement opportunities.
• Collaborate with engineering, operations, and business stakeholders to ensure smooth integrations with tools such as Workday, Slack, Jira, and Google Workspace.
• Serve as the Zendesk subject matter expert—advising on best practices, staying current on new features, and advocating for how Zendesk can evolve within the organization.
• Champion the employee experience by ensuring all internal services feel intuitive, consistent, and easy to access.
• Ensure the timely acquisition and allocation of resources and materials necessary for project success.
• Proven experience managing or administering Zendesk (required).
• 3+ years of experience in product management, service delivery, or platform ownership roles.
• Strong understanding of Zendesk core features (ticketing, workflows, triggers, automations, macros, knowledge base, chat, AI).

What You Bring:

• Familiarity with Employee Services use cases (HR, IT, Facilities, Payroll, etc.) and how Zendesk can support them.
• Excellent skills in stakeholder management, communication, and cross-functional collaboration.
• Analytical mindset with the ability to define success metrics, measure outcomes, and drive data-informed decisions.
• Curiosity and drive to build a best-in-class internal service experience.

Why Zendesk?

• Lead with exceptional customer service: Every interaction matters. We do more than fix tech issues — we create seamless experiences for our colleagues.
• Deliver the simplest solution: We cut through complexity with clarity and efficiency. Less is more.
• Show pride in our work: You own your impact and bring your best every day.
• Care for each other: We support and celebrate one another’s successes and challenges.
• Collaborate and innovate: Diverse voices and ideas fuel our creativity and growth.
• Commit to inclusion: We’re building a workplace where everyone can thrive and belong.

Ready To Join?

If you’re passionate about technology, customer service, and being part of a collaborative, global team that values innovation and inclusion, we’d love to hear from you. Apply today and help us power an amazing employee experience at Zendesk!

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to champion 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.

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 benefits@zendesk.com with your specific accommodation request.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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.

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.