• Define and communicate the multi-year vision and roadmap for Support Core as both a platform and shared product experience layer • Transform core systems into AI-forward, composable components that power consistent experiences across Zendesk • Own both: Platform capabilities (APIs, services, infrastructure, integration interfaces) Shared product experiences built on top of those platforms (e.g., search experiences powered by retrieval architecture) • Design a modern, AI-native engineering experience by designing platform abstractions and integration surfaces that enable fast and scalable integration with all Zendesk products, including acquisitions • Drive AI-native platform capabilities across Support Core, ensuring our systems are architected so AI operates seamlessly on top of them, within them, and alongside them • Lead and develop a team of five product managers across Ticketing, Search, Email, and Lists • Partner closely with Engineering to modernize system architecture, improve reliability and performance, and reduce complexity • Influence the broader Core Services platform strategy and align investments with company-level goals • Establish outcome-driven planning, strong execution discipline, and clear executive communication.

• Ensure billing accuracy, compliance, and reliability across invoices, credit notes, and adjustments; • Improve the client experience around invoices and payments by reducing friction, errors, and time to resolution; • Partner with Sales, Finance, Legal, Support, and Operations to align processes and tools; • Enable strategic initiatives such as internationalization, e-invoicing, and product diversification.

• Drive and execute the strategies for the Blip Platform and its SaaS solutions, aligned with Blip’s business vision. • Lead Product Discovery and Product Delivery processes with excellence, prioritizing high-impact initiatives. This includes market research and deep user understanding, as well as planning and launching new features together with stakeholders, designers and tech leads. • Define and monitor product metrics to identify opportunities to improve user experience and customer satisfaction, making data-driven decisions to iteratively and continuously improve the product. • Work closely with multidisciplinary teams — Engineering, UX/Design, Data, AI, Marketing, Sales and Customer Success — ensuring alignment across all areas and consistently delivering value to users; serve as the product focal point for other teams. • Participate in all team ceremonies, supporting the team throughout development. Identify and raise risks and blockers to ensure key results and objectives are achieved. • Stay up to date on market trends in customer experience, conversational AI and support tools. Monitor emerging technologies and competitor activity in the conversational platforms sector, anticipating opportunities to innovate and differentiate Blip.

• Own the Guide Roadmap: Serve as the single point of accountability for the Sayari Guide application and its long-term technical and commercial strategy • Manage Partner Integrations: Act as the technical lead for API-to-API partnerships, ensuring data flows accurately and meets the requirements of enterprise risk investigators • Execute "Build vs. Buy": Conduct deep technical and commercial evaluations for new data partnerships • Bridge the Technical Gap: Work directly with application engineering teams to structure new APIs and metadata schemas that allow our data to be represented effectively within third-party interfaces • Unblock GTM Teams: Act as a peer to Sales and Partnership leadership, providing the data-backed rationale to say "No" to low-value custom requests or "Not yet" to ensure long-term product health • Maintain Technical Rigor: Open the console, troubleshoot API calls, and ensure our technical documentation (API docs) meets an unwavering standard of excellence