Product Manager (CX Technology & Zendesk)

Title: Product Manager (CX Technology, Conversational AI & Zendesk)

Locations: Fully Remote (anywhere in the US)

Duration: Contract (12+ Months - Extendable)

Pay Rate Range: $75-$85 per hour on W2

Job Description:

Position Overview:

• We are seeking an experienced Interim Product Manager / Product Owner to oversee Zendesk and adjacent customer support technologies during a critical period of global Customer Experience (CX) transformation.
• This role will partner closely with the VP of Customer Support, business stakeholders, engineering teams, and third-party technology vendors to ensure continuity of product ownership and day-to-day delivery. The Product Manager will play a key role in supporting several global RFP initiatives focused on modernizing the customer support technology stack, including AI-powered conversational/chatbots, automation, and Auto-QA/Quality Assurance technologies designed to improve and measure performance across a global customer care organization of 1,000+ agents.

Key Responsibilities:

• Serve as the Interim Product Owner for Zendesk and related customer support/CX technologies.
• Own the product roadmap, backlog, priorities, requirements, and day-to-day delivery activities for the support technology ecosystem.
• Partner closely with the VP of Customer Support and key business stakeholders to understand business needs and translate them into actionable product requirements.
• Lead and coordinate delivery with a cross-functional team consisting of 7 developers, 1 QA Engineer, 1 Tech Lead, and third-party vendors.
• Manage sprint planning, backlog refinement, prioritization, requirements clarification, and delivery tracking.
• Evaluate and support global RFP initiatives focused on transforming the organization’s CX technology stack.
• Partner with stakeholders and vendors to evaluate AI/chatbot, automation, customer support, and Auto-QA technologies.
• Help define functional and technical requirements, evaluation criteria, use cases, and success metrics for new CX technologies.

Required Qualifications:

• 5+ years of experience in Product Management, Product Ownership, or Technology Program/Product Delivery.
• Hands-on experience owning or managing Zendesk or similar customer support/contact-center platforms.
• Strong understanding of customer experience (CX), Conversational AI/Chatbot AI, customer support operations, and support technology ecosystems.
• Experience working with engineering and QA teams in an Agile/Scrum environment.
• Demonstrated ability to manage product backlogs, prioritize requirements, and drive delivery.
• Experience working directly with senior business stakeholders and technology leadership.
• Strong experience managing third-party technology vendors and implementation partners.
• Excellent communication, stakeholder management, and cross-functional collaboration skills.
• Ability to operate effectively in a fast-paced environment and quickly assume ownership of an existing product area.

BayOne is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.

This job posting represents the general duties and requirements necessary to perform this position and is not an exhaustive statement of all responsibilities, duties, and skills required. Management reserves the right to revise or alter this job description.