Senior Product Design Manager - Knowledge AI

About this role

Job Description
As a Senior Product Design Manager, for our Knowledge team
, you will lead our design team responsible for creating a best-in-class knowledge platform that powers our customers' conversational AI experiences. You’ll set design strategy for the product area, grow and coach a team of designers, partner closely with cross-functional stakeholders, and ensure our design work drives measurable customer and business outcomes. You will ensure close collaboration with other designers in the AI space to ensure an optimal and consistent end-to-end experience. Your role will be vital to our mission of enabling AI-driven self-service workflows that provide accurate answers and exceptional CX.


You will get to collaborate mostly with teams in Portugal, Denmark, Poland but also distributed teams across EMEA, AMER & APAC.


**What you get to do every single day**

• Define and evangelize design strategy and priorities for Zendesk Knowledge, aligning design work to product outcomes and business metrics.
• Lead and scale a team of product designers, setting clear goals, developing career plans, and running hiring and performance processes.
• Partner with Product Management, Engineering, Research, Content and Design Systems to scope work, prioritize initiatives, and remove cross-functional blockers.
• Drive a research-backed design process: synthesize user research, analytics, and competitive insights to shape experience decisions and roadmap trade-offs.
• Ensure high-quality delivery by establishing design standards, review rituals, adoption and contribution to our design system across the team.
• Mentor and develop design craft and leadership in the team through coaching, critiques, and structured learning.
• Represent design in stakeholder forums and influence executive-level decisions about product direction and resourcing.

**What you bring to the role**

• 5+ years of professional experience in designing consumer or business SaaS applicat...