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Principal Product Manager, Web Experience


At Zendesk, we empower organizations to improve their customer engagement through our innovative CRM solutions. Zendesk is a service-first CRM company that builds powerful, customizable software designed to improve customer relationships. At Zendesk we encourage growth, innovation and believe in giving back to the communities we call home.

We are currently seeking a Principal Product Manager to lead our Web Experience, a role pivotal to the evolution and management of Zendesks online presence. This individual will spearhead the development and execution of our website projects and online self-service initiatives. The ideal candidate will blend technical prowess with exceptional stakeholder management skills to enhance Zendesks online ecosystem, including but not limited to our help center and community forums.

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Who were looking for:

  • A visionary leader: You see the big picture and guide your team towards achieving it, ensuring that every piece of the puzzle fits perfectly to create a seamless online experience for our customers.
  • Technically adept: You possess a deep understanding of the technical aspects of web development and project management, enabling you to make informed decisions that drive the self-service business forward.
  • Stakeholder savant: You navigate the complexities of managing expectations and needs with ease, ensuring alignment and driving collaborative efforts towards common goals.
  • Customer-centric: Your strategies and decisions are always made with the customers best interest in mind, aiming to provide a consistent and delightful online experience across all Zendesk assets.

What youll do:

  • Oversee the strategy and execution of initiatives on Zendesks website, ensuring the delivery of a high-quality online experience that supports our self-service business goals.
  • Manage the technical aspects of our online presence across Zendesks web properties, focusing on enhancing the help center and community forums to foster better customer engagement.
  • Develop a deep understanding of our prospect and customers user journey to craft exceptional customer experiences that convert web visitors into customers and make customers more loyal.
  • Collaborate closely with cross-functional teams, including marketing, sales, customer success, creative, and product development, to align online experience strategies with overall business objectives.
  • Utilize data and customer feedback to inform decision-making, continuously seeking ways to improve the online experience and drive customer satisfaction.

Desired Skills and Experience:

  • A minimum of 5 years experience as Web Product Manager, Web Producer, or a similar role, with a strong focus on online experiences and self-service solutions.
  • Proven leadership driving web initiatives, in particular ones that support Product Led Growth strategies.
  • Deep technical understanding of web technologies, UX/UI principles, and online customer engagement strategies.
  • Exceptional stakeholder management and communication skills, capable of fostering collaboration and driving projects to successful completion.
  • A track record of delivering projects that enhance customer experience and contribute to business growth.
  • Agile and adaptable, capable of thriving in a fast-paced environment and navigating the challenges of a rapidly evolving digital landscape.

Where we work:

In this role, youll work primarily remotely with the support of a dynamic and caring team. Well provide you with the digital tools and experiences to be together-even when were apart. Being digital first doesnt mean were digital only. Youll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person



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.

The US annualized base salary range for this position is $160,000.00-$240,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and were 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 with your specific accommodation request.

Job ID: Zendesk-ZENDUSR27473EXTERNALENUS_2066347490
Employment Type: Other