Lead, Product Strategy & Operations – AI Agents

📍 Job Overview

Job Title: Lead, Product Strategy & Operations – AI Agents

Company: Zendesk

Location: Berlin, Germany

Job Type: Full time

Category: Product Strategy & Operations

Date Posted: 2026-08-07

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: Hybrid

🚀 Role Summary

• Serve as a strategic operating partner to AI Agents Product leadership, driving operational excellence and cross-functional alignment within a fast-paced B2B SaaS environment.

• Connect customer insights, product priorities, and business initiatives into a clear, actionable view to enable data-informed product strategy and better decision-making.

• Optimize existing Product Development programs and processes for the AI Agents organization, enhancing how teams engage with customers and stakeholders.

• Drive continuous process improvement by identifying friction points, developing recommendations, and measuring the impact of implemented changes.

📝 Enhancement Note: This role is positioned as a strategic individual contributor, focusing on enhancing existing operational frameworks rather than building them from the ground up. The emphasis is on leveraging current programs for maximum value and fostering collaboration across Product Development, Customer Experience, and Go-to-Market teams.

📈 Primary Responsibilities

• Partner with Product leadership to synthesize AI Agents priorities, customer-impacting initiatives, dependencies, and strategic decisions into executive-ready recommendations and clear communications.

• Integrate customer insights and data into product strategy by collaborating with the broader Product Strategy and Operations team, ensuring feedback, Early Access Programs, and product data inform planning and prioritization.

• Drive cross-functional alignment across Product Development, Customer Experience, Go-to-Market, Data, and other key partners by establishing clear operating rhythms, defining ownership, and ensuring follow-through on commitments.

• Optimize Product Development programs for AI Agents teams by enhancing existing planning, discovery, launch, and customer-engagement processes and collaborating with program owners on focused improvements.

• Foster operational excellence and continuous improvement by identifying process gaps, developing actionable recommendations with the Product Strategy and Operations team, and rigorously measuring the impact of agreed-upon improvements.

📝 Enhancement Note: The responsibilities highlight a strong focus on operationalizing product strategy, bridging the gap between high-level goals and execution. The role requires a deep understanding of product development lifecycles and the ability to influence without direct authority.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Engineering, Computer Science, or a related field is typically expected for roles of this nature, though equivalent practical experience will also be considered.

Experience: Several years (5-10 years suggested) of experience in Product Strategy & Operations, Product Operations, Product Management, Chief of Staff, or similar strategic operational roles within B2B SaaS is required. Experience partnering with senior Product, Design, or Engineering leaders in a complex, fast-moving product organization is crucial.

Required Skills:

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

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

• Strong analytical skills and proven 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 drive complex work forward without formal authority.

• Experience in B2B SaaS product environments. Preferred Skills:

• 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 organizations.

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

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

📝 Enhancement Note: The "nice to have" skills strongly suggest that candidates with direct experience in AI product environments or specific agile/product development methodologies will have a distinct advantage. The emphasis on influencing skills and managing complexity points to a need for seasoned professionals.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case studies demonstrating successful process optimization within product development or operations.

• Examples of how data and customer insights were leveraged to influence product strategy or roadmap decisions.

• Documentation showcasing cross-functional alignment strategies and their impact on project delivery.

• Evidence of creating clear, actionable recommendations for senior leadership based on complex analyses.

• Examples of operating rhythms, feedback loops, or program enhancements implemented. Process Documentation:

• Candidates are expected to be able to articulate their experience in documenting and improving workflows related to product planning, discovery, launch, and customer engagement.

• The ability to demonstrate how they've refined or optimized existing processes, ensuring they deliver greater value and efficiency for product teams.

• Experience in measuring the impact of process improvements through relevant operational metrics and KPIs.

📝 Enhancement Note: While not explicitly stated as a formal portfolio requirement in the listing, the core responsibilities and required skills strongly imply that candidates will need to present tangible examples of their work during the interview process. This includes demonstrating their ability to analyze complex situations, propose data-driven solutions, and facilitate cross-functional execution.

💵 Compensation & Benefits

Salary Range: For a Lead, Product Strategy & Operations role with 5-10 years of experience in Berlin, Germany, the estimated annual salary range is typically between €80,000 and €110,000. This range can vary based on specific experience, qualifications, and the company's compensation philosophy.

Benefits:

• Hybrid work model offering flexibility between office and remote work.

• Inclusive work environment fostering a sense of belonging and collaboration.

• Global diversity and inclusion initiatives, reflecting Zendesk's commitment to equity.

• Opportunities for professional development and career growth within a leading B2B SaaS company.

• Access to company resources and tools to support operational excellence.

Working Hours: The role is full-time, with an estimated 40 hours per week. The hybrid work arrangement allows for flexibility in structuring workdays, balancing in-office collaboration with remote focus time.

📝 Enhancement Note: Salary estimation is based on general market data for similar roles in Berlin, Germany, considering the specified experience level and industry. Zendesk's publicly stated benefits and the hybrid work model are incorporated. The specific package details would be confirmed during the hiring process.

🎯 Team & Company Context

🏢 Company Culture

Industry: B2B SaaS (Software as a Service) within the Customer Service and Support technology sector. Zendesk is a prominent player, known for its user-friendly platform that streamlines customer interactions.

Company Size: Zendesk is a large, established technology company. This implies a structured environment with established processes but also opportunities for significant impact due to its scale and market presence.

Founded: Zendesk was founded in 2007. This history suggests a mature company with a proven track record and a well-defined product development lifecycle.

Team Structure:

• The AI Agents organization is a key and fast-growing division within Zendesk, focusing on AI-powered customer service solutions.

• The Product Strategy and Operations team serves as a central support function, partnering closely with Product leadership.

• This role involves significant collaboration with Product Development, Customer Experience, Go-to-Market (Sales, Marketing, Customer Success), and Data teams. Methodology:

• Data-Informed Decision Making: A core tenet, emphasizing the use of customer insights, product data, and business metrics to guide strategic choices.

• Process Optimization: Continuous improvement of existing Product Development programs and operational workflows to enhance efficiency and effectiveness.

• Cross-functional Collaboration: A strong emphasis on working effectively across diverse teams to achieve shared objectives and ensure seamless execution of product initiatives.

Company Website: https://www.zendesk.com/

📝 Enhancement Note: The company's focus on AI and customer experience positions this role at the forefront of technological innovation in the customer service space. The implied structure of a large SaaS company suggests opportunities for cross-functional influence and exposure to a wide range of business operations.

📈 Career & Growth Analysis

Operations Career Level: This is a Lead individual contributor role, signifying a mid-to-senior level position. It requires a high degree of autonomy, strategic thinking, and the ability to influence without direct authority. The focus is on driving operational excellence and strategic alignment for a critical product area.

Reporting Structure: While not explicitly detailed, the role is described as a "strategic operating partner to AI Agents Product leadership." This suggests reporting into a senior leader within Product Strategy & Operations or potentially a senior Product leader, with strong dotted-line reporting or collaboration with multiple Product VPs or Directors.

Operations Impact: The role has a significant opportunity to impact Zendesk's AI product strategy and execution. By improving decision-making, optimizing processes, and ensuring cross-functional alignment, this position directly contributes to the successful development and launch of AI-powered customer service solutions, influencing customer satisfaction and market competitiveness.

Growth Opportunities:

• Specialization: Deepen expertise in Product Strategy & Operations specifically for AI products, a high-demand and rapidly evolving field.

• Leadership: Progress into management roles within Product Operations or Strategy, or transition into a senior Product Management or Chief of Staff role, leveraging the broad exposure gained.

• Strategic Influence: Expand influence across more product lines or broader GTM operations, becoming a key strategic advisor for executive leadership.

• Skill Development: Gain hands-on experience with advanced Product Development frameworks, AI product lifecycles, and global team collaboration.

📝 Enhancement Note: This role offers a strong platform for career advancement, particularly for individuals looking to specialize in operations for AI-driven product organizations. The strategic nature of the role and its cross-functional reach provide excellent visibility and opportunities for leadership development.

🌐 Work Environment

Office Type: Zendesk offers a hybrid work model, meaning the office environment is a mix of in-person collaboration and remote flexibility. The Berlin office is likely a modern, well-equipped workspace designed to facilitate teamwork and innovation.

Office Location(s): The primary location is Berlin, Germany. This location offers a vibrant tech ecosystem and access to a diverse talent pool. Specific office details would be available upon inquiry or during the onboarding process.

Workspace Context:

• Collaborative Environment: The office is designed for purposeful in-person interaction, encouraging connection, collaboration, and learning among colleagues.

• Operations Tools & Technology: Employees are expected to have access to standard office technology and potentially specialized tools for product strategy and operations, including project management software and communication platforms.

• Team Interaction: Opportunities exist for direct engagement with Product leadership, cross-functional team members, and potentially customers through various feedback mechanisms.

Work Schedule: The role is full-time (approx. 40 hours/week) with a hybrid schedule. This allows for structured work, balancing dedicated focus time (potentially remote) with collaborative sessions in the office. The specific in-office days may be flexible or determined by team needs.

📝 Enhancement Note: The hybrid model is a key aspect of the work environment, catering to modern work preferences. The emphasis on purposeful in-person interaction suggests that collaboration and team cohesion are highly valued.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, focusing on relevant experience in Product Strategy & Operations within B2B SaaS.

• Hiring Manager/Team Interview: Discussions to assess your understanding of product development lifecycles, operational excellence, and stakeholder management. Be prepared to discuss your experience working with Product leadership.

• Case Study/Problem-Solving Session: You may be asked to analyze a hypothetical product strategy or operational challenge, demonstrating your analytical, problem-solving, and communication skills. This is where presenting portfolio examples would be highly beneficial.

• Cross-functional Interview: Conversations with peers or leaders from GTM, Customer Experience, or Data teams to evaluate your ability to drive cross-functional alignment and collaboration.

• Executive Interview: A final discussion with senior leadership to assess strategic thinking, cultural fit, and overall impact potential.

Portfolio Review Tips:

• Curate Select Examples: Focus on 2-3 impactful projects that best showcase your skills in product strategy, operational improvement, and cross-functional alignment.

• Structure Your Narrative: For each example, clearly articulate the challenge, your approach, the actions taken, the tools/processes used, and the measurable outcomes (e.g., efficiency gains, improved decision-making, successful product launches).

• Quantify Impact: Use data and metrics wherever possible to demonstrate the ROI of your contributions.

• Highlight Collaboration: Emphasize how you worked with different teams and stakeholders to achieve results.

• Tailor to AI Agents: If possible, draw parallels or demonstrate understanding of AI product development challenges.

Challenge Preparation:

• Understand Zendesk's AI Strategy: Research Zendesk's current AI offerings and their strategic importance.

• Product Development Frameworks: Familiarize yourself with common product development methodologies (PDLC, Agile, Scrum) and tools like Jira.

• Operational Metrics: Be ready to discuss key operational metrics relevant to product development and GTM alignment.

• Stakeholder Management Scenarios: Prepare examples of how you've managed competing priorities and influenced stakeholders.

📝 Enhancement Note: The interview process is designed to be rigorous, assessing strategic thinking, operational acumen, and collaborative capabilities. A strong portfolio, even if informal, that highlights quantifiable achievements in process improvement and strategic alignment will be critical.

🛠 Tools & Technology Stack

Primary Tools:

• Product Development & Planning: Familiarity with tools like Jira Plans, Aha!, or similar product lifecycle management (PLM) and roadmapping software is highly valuable.

• Collaboration & Communication: Proficiency in tools such as Slack, Microsoft Teams, Zoom, and Google Workspace (Docs, Sheets, Slides) is essential for day-to-day operations and cross-functional communication.

• Project Management: Experience with project management platforms like Asana, Trello, or Monday.com may be beneficial for tracking initiatives.

Analytics & Reporting:

• Data Analysis: While specific tools aren't listed, experience with data analysis and visualization tools (e.g., Tableau, Power BI, Looker) to derive insights from product data and customer feedback is expected.

• CRM Systems: Understanding of CRM platforms (like Salesforce, or Zendesk's own CRM capabilities) is important for context on customer data.

CRM & Automation:

• Workflow Automation: Awareness of how automation can streamline product development or operational processes.

• Data Integration: Understanding of how different systems integrate to provide a unified view of product and customer data is a plus.

📝 Enhancement Note: The listing mentions "Jira Plans" as a preferred skill, indicating a strong likelihood that Jira is a core tool for product planning and execution within the AI Agents organization. A general understanding of B2B SaaS technology stacks is expected.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A commitment to understanding and improving the customer experience through better product decisions and processes.

• Data-Driven: A strong emphasis on using data and analytics to inform strategy, measure impact, and drive continuous improvement.

• Collaboration: A belief in the power of cross-functional teamwork to achieve shared goals and foster innovation.

• Excellence & Efficiency: A drive to optimize processes, enhance operational effectiveness, and deliver high-quality outcomes.

• Transparency & Clarity: A focus on clear communication and providing actionable insights to enable informed decision-making.

Collaboration Style:

• Partnership-Oriented: The role requires acting as a strategic partner to Product leadership and other key stakeholders, fostering a collaborative and supportive relationship.

• Proactive Communication: Engaging proactively with cross-functional teams to ensure alignment, identify potential roadblocks, and share progress.

• Feedback Integration: Actively seeking and integrating feedback from various teams to refine strategies and processes.

• Influence & Negotiation: Navigating different perspectives and priorities to find common ground and drive consensus on strategic initiatives.

📝 Enhancement Note: Zendesk's culture appears to value a blend of strategic thinking, operational rigor, and collaborative execution. The emphasis on data and customer focus is paramount, aligning with modern B2B SaaS best practices.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Ambiguity: The AI product space is rapidly evolving; the role will require adaptability and the ability to bring clarity to complex, sometimes ambiguous, strategic challenges.

• Cross-Functional Alignment: Ensuring alignment across diverse teams (Product, Engineering, GTM, CX, Data) with potentially competing priorities requires strong influencing and negotiation skills.

• Driving Change without Authority: Influencing Product leadership and other stakeholders to adopt new processes or strategies without direct reporting lines.

• Measuring Impact: Quantifying the impact of strategic initiatives and operational improvements in a complex product development environment.

Learning & Development Opportunities:

• AI Product Specialization: Deepen expertise in the unique challenges and opportunities of developing AI-powered products.

• Strategic Operations Acumen: Enhance skills in strategic planning, operational modeling, and executive communication within a leading tech company.

• Cross-Functional Leadership: Develop advanced stakeholder management and influencing capabilities across a global organization.

• Mentorship: Opportunities to learn from experienced Product leaders and operations professionals within Zendesk.

📝 Enhancement Note: The role presents significant challenges related to strategic influence and navigating complexity, which are also key drivers for professional growth. The opportunity to work on cutting-edge AI products is a major draw for ambitious operations professionals.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you partnered with Product leadership to define or refine a product strategy. What was your role, and what was the outcome?" (Focus on your analytical process, data synthesis, and recommendation delivery.)

• "How do you approach driving cross-functional alignment for product initiatives when teams have competing priorities? Provide an example." (Highlight your communication, negotiation, and stakeholder management skills.)

• "Walk me through a process improvement you implemented within a product development or operational setting. What metrics did you use to measure success?" (Showcase your analytical rigor and ability to quantify impact.) Company & Culture Questions:

• "What interests you about Zendesk's AI Agents organization and this specific role?" (Research Zendesk's AI strategy and tailor your answer to show genuine interest.)

• "How do you see yourself contributing to our hybrid work culture and fostering collaboration across distributed teams?" (Emphasize your adaptability and proactive communication style.)

• "How do you ensure customer insights are effectively integrated into product planning and decision-making?" (Connect this to Zendesk's customer-centric values.) Portfolio Presentation Strategy:

• Structure Your Story: For each case study, clearly outline the "Situation," "Task," "Action," and "Result" (STAR method).

• Visual Aids: If presenting slides, keep them clean, focused on key data points, and use charts/graphs to illustrate impact.

• Highlight Your Role: Clearly articulate your specific contributions and decision-making processes.

• Be Ready for Deep Dives: Anticipate questions about your methodologies, the data you used, and how you handled challenges.

• Connect to AI Agents: Whenever possible, draw parallels to the challenges and opportunities specific to AI product development.

📝 Enhancement Note: Preparation should focus on demonstrating a blend of strategic thinking, operational execution, and strong interpersonal skills. Being able to articulate quantifiable results from past projects will be critical for success.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Zendesk careers portal link.

• Tailor Your Resume: Customize your resume to highlight experience in Product Strategy & Operations, B2B SaaS, AI products (if applicable), cross-functional alignment, and process improvement. Use keywords from the job description.

• Prepare Your Portfolio Examples: Select 2-3 key projects that demonstrate your ability to drive product strategy, operational excellence, and stakeholder management. Be ready to discuss these in detail during interviews.

• Research Zendesk: Understand Zendesk's mission, its AI strategy, and its position in the customer service technology market. Familiarize yourself with their company culture and values.

• Practice Your Responses: Prepare answers to common behavioral and situational questions, focusing on STAR method examples that showcase your operational and strategic capabilities.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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