Principal Product Manager

Job Description

Job Summary

The Product Manager for the CIO Billing Team will own and drive the strategy, vision, and execution for billing revenue recognition and accounting systems and processes, ensuring seamless integration with Zendesk’s financial ecosystem. This role requires expertise in billing workflows, stakeholder collaboration, and technology delivery. The ideal candidate will ensure that Zendesk’s billing products meet customer and business needs while aligning with broader company objectives

Key Responsibilities

Product Strategy & Vision

• Define and communicate a clear product vision and strategy for finance capabilities  including billing, invoicing, collections, tax etc. aligned with company objectives and customer requirements

• Conduct discovery sessions with stakeholders to identify opportunities for improving billing processes and systems

• Develop a roadmap to enhance finance experience, integrating it seamlessly into broader finance operations

Stakeholder Collaboration & Communication

• Partner with executive stakeholders, including finance, sales, and operations teams, to gather insights and feedback to shape billing product development

• Align business needs and technical requirements to ensure billing systems deliver scalable and efficient solutions

• Provide regular updates through demos, reviews, and detailed performance metrics of billing products

Product Development & Delivery

• Prioritize features and functionalities that improve billing accuracy, automation, and user experience

• Collaborate with development teams to ensure timely delivery of enhancements and new capabilities in the billing domain

• Monitor product performance and user feedback, making data-driven adjustments to priorities and the product roadmap

• Drive high level estimates high level estimates for feature and roadmap creation based on team capacity and aligning to the SDLC

• Identify and advocate technology skills and capability for changing landscape of business needs 

Key Deliverables

• A comprehensive roadmap for billing systems and tools

• Metrics on billing system performance, user satisfaction, and operational efficiency

• Well-prioritized and actionable product backlogs

• Regular stakeholder updates showcasing progress and alignment with business goals

Qualifications

Required Skills & Experience

• Proven experience as a Product Manager or similar role, specifically in the billing or financial systems domain

• Deep understanding of billing workflows, systems, and integrations with financial operations

• Hands-on experience with tools like Zuora, Salesforce, Workday, or Oracle NetSuite.

• Strong analytical and problem-solving skills to address complex billing challenges.

• Excellent communication and stakeholder management skills, with a track record of aligning cross-functional teams

Preferred Qualifications

• Familiarity with billing platforms, subscription models, and SaaS financial operations.

• Knowledge of agile methodologies and SDLC processes in a billing or financial context

• Enterprise level ERP experience

#LI-SM12

The US annualized base salary range for this position is $166,000.00-$248,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.