Product Manager, MarTech and Digital Systems job at Zendesk in San Francisco, CA

Title: Product Manager, MarTech & Digital Systems Location: San Francisco, California, United States of America Full time job requisition id R34239 Job Description At Zendesk, we are dedicated to accelerating revenue growth and optimizing our Go-To-Market strategy through innovative technology. We are actively scaling our MarTech ecosystem and embedding artificial intelligence across our platforms to deliver highly personalized, seamless customer journeys at scale. As part of our ongoing evolution, we are expanding our capabilities to support modern monetization models—including usage-based and consumption-based pricing. In this role, you will be at the forefront of enabling these flexible, customer-centric revenue models that align with today's dynamic market needs. About the Role We are looking for a highly strategic and technically fluent Product Manager, MarTech & Digital Systems to own the vision, roadmap, and execution of our marketing technology and digital experience stack. Sitting within the IT organization, you will serve as the primary liaison and strategic partner to our Marketing, MarketingOps, and SalesOps teams. You will treat our internal GTM and digital systems as a product, ensuring seamless data flow, scalable architecture, and high platform reliability-from top-of-funnel digital acquisition (SEO, web, trials) through to closed-won sales. As the landscape evolves, you will also lead the technical evaluation and integration of AI-driven capabilities to maximize team efficiency and customer personalization. Key Responsibilities Digital & MarTech Product Vision: Define and manage the overarching product roadmap for our digital marketing stack (CMS, eCommerce, trial flows) and core MarTech stack (e.g., Marketo, Salesforce). Prioritize the backlog based on business value and strategic OKRs. AI & Automation Strategy: Evaluate, implement, and govern AI solutions across the GTM stack. This includes integrating predictive models (e.g., AI lead scoring), deploying generative AI for content and web workflows, and leveraging agentic AI to automate manual ops tasks. Digital Channel Enablement: Architect and manage the underlying systems that power our digital marketing efforts. This includes owning the technical foundations for SEO, enterprise Content Management Systems (CMS), eCommerce platforms, and Product-Led Growth (PLG) trial and expansion motions. System Architecture & Integrations: Oversee the end-to-end flow of data across systems. Ensure integrations between our website, trial databases, eCommerce billing, and CRM are stable, scalable, and built to support rapid growth. Cross-Functional Alignment: Act as the strategic bridge between IT (Engineering, Data, Security) and Business Operations (Marketing, MarketingOps, SalesOps). Translate GTM strategies into scalable technical architectures. Project Delivery & Transformation: Lead high-impact, enterprise-level system migrations, implementations, and feature enhancements. Ensure 100% on-time delivery with rigorous testing and minimal business disruption. Data Quality & Governance: Partner with IT Security and Data teams to establish robust data governance frameworks, specifically ensuring that new AI tools comply with internal security and data privacy regulations (GDPR, CCPA). How You Will Partner With Digital Marketing & Content: You will own the platform (e.g., Adobe Experience Manager, WordPress, Magento), while they own the campaigns and content. You will build the technical capabilities they need for SEO optimization, seamless eCommerce transactions, and AI-assisted content workflows. With MarketingOps: You will build the technical capabilities they need for advanced segmentation, AI-driven lead scoring, closed-loop reporting, and automated workflows originating from digital channels. With SalesOps: You will ensure digital and trial data seamlessly transitions to sales workflows, stabilizing lead routing and defining SLA tracking architectures. With IT/Engineering: You will lead the agile ceremonies, write clear user stories, and protect the engineering team's capacity while ensuring enterprise-grade security and governance. Qualifications & Experience Experience: 5+ years of experience in Product Management, Business Systems Analysis, or MarOps with a heavy emphasis on technology ownership. Domain Expertise: Deep understanding of B2B Go-To-Market lifecycles, digital marketing channels (SEO, SEM, organic), and product-led growth (PLG) or trial-based acquisition models. AI & Machine Learning Fluency: Strong conceptual understanding of modern AI technologies (LLMs, RAG, predictive analytics) and how to practically apply and govern them within enterprise B2B marketing and sales environments. Digital & Web Technologies: Strong working knowledge of enterprise Content Management Systems (e.g., Adobe Experience Manager (AEM)), eCommerce platforms (e.g., Adobe Commerce/Magento), web analytics (e.g., Adobe Analytics, Google Analytics 4), and personalization/A-B testing engines (e.g., Adobe Target). Technical Knowledge: Advanced proficiency with core GTM platforms and enterprise Marketing Automation systems, specifically within the Adobe Experience Cloud (e.g., Adobe Marketo Engage, Adobe Real-Time CDP), as well as deep knowledge of CRM architecture (Salesforce). Integration Skills: Familiarity with integration platforms (iPaaS) and understanding of API capabilities, webhook structures, and relational data models. Agile Methodology: Proven experience working in an Agile/Scrum environment, utilizing tools like Jira or Asana to manage sprints and backlogs. Preferred Skills Hands-on experience implementing AI-native GTM tools or platform-specific AI features (e.g., Adobe Sensei, Salesforce Einstein, custom AI integrations). Experience with routing and orchestration tools (e.g., LeanData, Openprise). Experience with intent data and ABM platforms (e.g., 6sense, Demandbase). Certifications in Product Management (CSPO), Salesforce, or specific Adobe enterprise platforms (e.g., Adobe Certified Expert - Marketo Engage or AEM). Why Join Us? Lead the transformation of Marketing processes through innovative MarTech and AI solutions. Work closely with business leaders and sales teams to impact revenue growth and operational efficiency. Be part of a collaborative, forward-thinking team with access to the latest technology. Competitive salary and comprehensive benefits package. The US annualized base salary range for this position is $220,000.00-$330,000.00. 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. 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. 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.