Principal Technical Program Manager

Job description

Job Description At Zendesk, we are passionate about building software that delivers the ultimate customer experience. Your favorite brands maximize our products to engage you as a customer, and we lead the industry with appealingly simple software. We’re constantly innovating, and we apply this philosophy to all prioritized initiatives. Job Summary: As a Principal Technical Program Manager (TPM) within Product Development working on AI Agent programs, you will lead multiple complex, cross-functional technical programs that deliver measurable business outcomes and directly support Level 1–3 OKRs. You operate with a deep end-to-end view of value creation across Zendesk, proactively identifying cross-functional friction and dependencies before they surface as delivery risks. You will drive the narrative and operating cadence with senior leaders, translate strategy into executable plans, and ensure high-quality, predictable delivery through strong change management, risk mitigation, and stakeholder alignment. You are trusted for sound judgment in ambiguity, for connecting the dots across teams and roadmaps, and for elevating program management standards through mentorship and process i...