Zendesk Platform Product Owner

The Team and Role: The Digital Office is a service-centric organization where our cross-functional teams are directly accountable for the business capabilities they enable. We own and manage large-scale, business-critical platforms supporting specific business functions and global customer experience operations.
The Zendesk Platform Product Owner (PPO) is a senior technical leadership position entrusted with the architectural integrity, innovation, and delivery of our enterprise customer support and experience ecosystem. Operating at the intersection of CX strategy and technical execution, the PPO ensures that the Zendesk platform architecture remains robust, scalable, secure, and fully aligned with both current and emerging organizational capabilities.
As a key strategic partner, the PPO works closely with Business Capability Owners (BCOs) across Global Customer Care, Technical Support, and Operations to translate CX objectives into an actionable, forward-looking Zendesk technology roadmap. The role demands hands-on leadership, extensive domain expertise across the Zendesk Suite, custom app integrations, and significant proficiency in platform architecture, automation, and enterprise routing. Reporting to the Head of Platforms, the PPO leads, develops, and mentors the Platform Engineering and Administration team.
Your Contribution: Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors and values you'll need for success at Logitech. In this role you will:

• Strategic Platform Ownership and Governance: Define and execute the Zendesk platform architecture and technical roadmap in alignment with BCO priorities. Drive platform governance by establishing standards for configuration management, custom code, API usage, data security, and release cycles.
• Technical Leadership and Hands-on Execution: Act as the "Chief Practitioner" for Zendesk, applying deep hands-on expertise across Zendesk Support, Guide, Talk, Messaging, Explore, and Sunshine. Lead the architecture of complex workflows, custom apps (ZAF framework), webhook integrations with ERP/CRM systems, and advanced ticket routing strategies.
• Team Leadership and Mentorship: Lead, mentor, and grow the Zendesk engineering and admin team. Define technical career paths, conduct code/configuration reviews, and unblock complex technical challenges to maintain high delivery velocity.
• Stakeholder Collaboration and Communication: Serve as the primary interface between CX leadership and engineering teams. Translate business needs into detailed technical user stories, while communicating platform roadmaps, risks, and performance metrics to non-technical stakeholders.

Key Qualifications:

• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.
• 10+ years of experience designing, configuring, and delivering enterprise customer service platform solutions.
• 5+ years in a Product Owner, Platform Manager, or Enterprise Solution Architect role focused on Zendesk.
• Deep technical proficiency across the entire Zendesk ecosystem (Support, Guide, Explore, Messaging/Chat, Talk, Gather, and Sunshine platform).
• Strong hands-on experience with Zendesk Apps Framework (ZAF), Zendesk REST APIs, Liquid markup, Webhooks, JSON, and custom Zendesk App development.
• Proven experience integrating Zendesk with enterprise platforms such as Salesforce, Oracle ERP, middleware (e.g., MuleSoft, Workato), and data warehouses.
• Practical expertise in configuring complex ticket routing, triggers, automations, SLAs, security controls, and custom objects/data models.
• Solid understanding of Agile/Scrum product management, backlog prioritization, and non-functional requirements (scalability, GDPR/compliance, system performance).
• Strong written and verbal communication skills for presenting technical strategies to senior leaders.

Preferred Qualifications:

• Zendesk Certified Expert / Master Administrator or Zendesk Certified App Developer.
• Certified Scrum Product Owner (CSPO) or equivalent Agile certification.
• Deep proficiency with project/portfolio management tools (e.g., Asana, Jira, Monday.com).
• Experience with AI/bot integrations (Zendesk AI, custom LLM integrations, or third-party conversational AI platforms).