**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.**
**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.**
- **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.**
**What You Bring**:
- **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).**
- **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?**:
**Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to champion**general 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.**
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

📌 Product Manager Ehc (Ciudad de México)
🏢 Zendesk
📍 Ciudad de México