Platform Product Owner - Zendesk

Logitech·Chennai·Onsite

DirectorEnterpriseAI

Experience

12+ years

Employment

Full Time

Work mode

Onsite

Level

Director

Location

Chennai

Posted

6 days ago

About the role

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

The Team and Role: The Digital Office is a service-centric organization where our cross-functional teams are directly accountable for the business capabilities they enable. We own and manage large-scale, business-critical platforms supporting specific business functions and global customer experience operations.

The Zendesk Platform Product Owner (PPO) is a senior technical leadership position entrusted with the architectural integrity, innovation, and delivery of our enterprise customer support and experience ecosystem. Operating at the intersection of CX strategy and technical execution, the PPO ensures that the Zendesk platform architecture remains robust, scalable, secure, and fully aligned with both current and emerging organizational capabilities.

As a key strategic partner, the PPO works closely with Business Capability Owners (BCOs) across Global Customer Care, Technical Support, and Operations to translate CX objectives into an actionable, forward-looking Zendesk technology roadmap. The role demands hands-on leadership, extensive domain expertise across the Zendesk Suite, custom app integrations, and significant proficiency in platform architecture, automation, and

What you'll bring

Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.
12+ years of experience designing, configuring, and delivering enterprise customer service platform solutions.
5+ years in a Product Owner, Platform Manager, or Enterprise Solution Architect role focused on Zendesk.
Deep technical proficiency across the entire Zendesk ecosystem (Support, Guide, Explore, Messaging/Chat, Talk, Gather, and Sunshine platform).
Strong hands-on experience with Zendesk Apps Framework (ZAF), Zendesk REST APIs, Liquid markup, Webhooks, JSON, and custom Zendesk App development.
Proven experience integrating Zendesk with enterprise platforms such as Salesforce, Oracle ERP, middleware (e.g., MuleSoft, Workato), and data warehouses.
Practical expertise in configuring complex ticket routing, triggers, automations, SLAs, security controls, and custom objects/data models.
Solid understanding of Agile/Scrum product management, backlog prioritization, and non-functional requirements (scalability, GDPR/compliance, system performance).
Strong written and verbal communication skills for presenting technical strategies to senior leaders.
Zendesk Certified Expert / Master Administrator or Zendesk Certified App Developer.
Certified Scrum Product Owner (CSPO) or equivalent Agile certification.
Deep proficiency with project/portfolio management tools (e.g., Asana, Jira, Monday.com).