Platform Product Owner - Zendesk

About the role

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.

What you'll do

• Operating at the intersection of CX strategy and technical execution, the PPO ensures that the Zendesk platform architecture remains robust, scalable, secure
• Reporting to the Head of Platforms, the PPO leads, develops, and mentors the Platform Engineering and Administration team
• Drive platform governance by establishing standards for configuration management, custom code, API usage, data security, and release cycles
• Lead the architecture of complex workflows, custom apps (ZAF framework), webhook integrations with ERP/CRM systems, and advanced ticket routing strategies
• Define technical career paths, conduct code/configuration reviews, and unblock complex technical challenges to maintain high delivery velocity

What you need

• 12–22 yrs of experience
• Zendesk
• Agile
• ERP
• REST APIs
• Data privacy
• Salesforce
• B.Tech or B.E. or B.Sc or BCA or M.Tech or MCA or M.Sc

Good to have

• JIRA
• Portfolio management
• LLMs
• CRM