• Own the Zendesk platform roadmap end-to-end; from initial configuration through future enhancements and builds, prioritizing improvements that align with business needs and stakeholder goals • Lead the configuration and administration of Zendesk, including fields, workflows, views, triggers, automations, dashboards, and reporting • Leverage AI capabilities within Zendesk to enhance ticket routing, automate workflows, and improve overall operational efficiency • Gather requirements from business stakeholders, translate them into functional enhancements within the platform, and manage the backlog of system improvements • Proactively identify opportunities to improve Zendesk workflows, UI, and usability and proposing solutions • Partner with Claims, Client Services, Account Management, and IT teams as primary stakeholders, gathering sign-offs and ensuring Zendesk configuration meets the needs of each user group • Support a multi-phase enterprise rollout of Zendesk, coordinating with IT as the platform transitions and expands organization-wide • Manage user roles, permissions, access controls, and data integrity, ensuring governance standards are maintained as the platform scales • Support integrations between Zendesk and internal systems; coordinate testing and deployment of system updates and new builds • Communicate roadmap priorities, system updates, and change management needs to stakeholders at all levels, including leadership sign-off and team-level rollout support • Manage vendor relationships and support cost management and augmentation decisions related to Zendesk • Partner with the training and management team to create documentation, lead onboarding sessions, and promote best practices across all user teams • Provide ongoing end-user support and troubleshooting, serving as the internal subject matter expert for Zendesk across the organization

• Drive the 0-to-1 strategy, incubation, and roadmap for new AI products • Work closely with customers and internal teams to define AI products • Lead discovery for prioritized opportunities • Translate opportunities into product requirements • Define AI evaluation and success criteria • Partner with Engineering and Design through early delivery • Prepare AI products for customer validation, launch, and scale • Partner with Product Marketing and Go-to-Market teams • Use analytics and customer feedback to inform roadmap decisions • Drive cross-functional alignment • Stay ahead of AI product trends

• Deep dive with customer teams to deeply understand their processes and problems, and decide and prioritize where to plug in agents for the greatest impact • Own and deeply understand the customer need behind each agent, whether the client is an internal team or an external brand or creator, and convert it into clear requirements and priorities for the agents • Garden agents against that need: watch for recurring gaps, quality drift, confusing delegation, weak eval coverage, and agents being stretched beyond their shape • Own prompt and document quality, delegation shape, locked instructions, and agent boundaries for your agents with a high bar for precision • Help shape the agentic orchestration system itself, not just the individual agents: spot flaws, friction, and missing capabilities in how agents are coordinated, and act as a product driver for where the system should go next • Triage the improvement queue: act on the agent-side changes you own, route tool and capability gaps to engineering, and route product ambiguity to product owners • Partner with the people an agent serves, along with product and engineering, so every agent has the right scope, knowledge, and tools to succeed, without taking over their domains

• Define and drive the product vision, strategy, and roadmap • Own product performance end-to-end, including strategy, planning, execution • Lead the development of core platform capabilities, ensuring scalability • Collaborate with engineering, design, and data teams to deliver high-quality user experiences • Define, track, and act on key performance metrics • Collaborate with User Research and Commercial teams to identify opportunities