Senior Product Manager, Customer Experience Analytics

What to Expect: Zoom is on the lookout for a skilled Product Manager to elevate the Contact Center Analytics and Reporting within our expanding Contact Center product suite. In this pivotal role, you will define the vision, strategy, and execution of analytical solutions designed to empower our customers in optimizing their performance and customer outcomes. Your leadership will drive the product strategy and the execution of CX Analytics, enabling customers to measure and enhance performance across millions of interactions. You will work collaboratively with engineering, data science, design, and senior leadership to create robust, impactful analytics solutions tailored to customer needs. About the Team: The CX Product team is at the heart of customer engagement across both Zoom's Contact Center and Zoom CX suite. Our mission is to orchestrate and measure interactions across multiple channels, including voice, messaging, email, and work items. Within this team, CX Analytics plays a crucial role in transforming event data into actionable insights via dashboards, reporting, and AI-powered intelligence. Your Role: Collaborate on the strategy and implementation of data-driven analytics that provide insights to our customers. Own and refine the product roadmap to align with overall business and product goals while managing communications with stakeholders. Lead the complete product development cycle, from discovery through launch and beyond. Partner with engineering, design, and product marketing to specify requirements, set success metrics, deliver features, and drive customer adoption. Conduct market, product, and competitor research to stay ahead of trends. Work alongside feature teams to extract business intelligence from data captured within the contact center across various product areas. Investigate emerging contact center trends and technologies, driving user research and market analysis to inform product decisions. Collaborate with engineering teams to select the appropriate technology that ensures optimal performance and scalability of reporting services. Guide the development and evolution of the data model by providing valuable insights and product solutions. Create a unified vision across a broad range of enterprise applications to deliver a cohesive analytics and reporting experience. Ideal Candidate: Holds a Bachelor’s degree in Computer Science, Engineering, Data Science, or a related field, with extensive experience in agile product settings. Brings over 10 years of product management experience, including ownership of analytics products or data platforms in a B2B SaaS environment. Has a background in real-time and historical analytics and reporting. Understands telecommunications or contact center domains, including interaction lifecycles, performance metrics, and operational workflows. Utilizes both quantitative and qualitative data to inform product strategy and decision-making. Has experience collaborating with cross-functional teams, including engineering, data science, design, and executive leadership. Salary Information: The anticipated salary range for this position is as follows: Minimum: $124,000.00 Maximum: $271,200.00 This range reflects the base salary and/or On Target Earnings, recognizing the total direct compensation philosophy, which includes base salary, bonuses, and equity value. Note that starting compensation will take into account various factors and will align with qualifications and experience. We also have a location-based compensation structure, and different ranges may apply to candidates based on their location. Our Commitment: At Zoom, we believe that great work occurs when employees feel supported and empowered. We proudly support fair hiring practices, ensuring each candidate is evaluated based on their skills, experience, and potential. If you require any accommodations during the hiring process, please let us know; we are here to assist you every step of the way. Join Us: If you are eager to contribute to a culture where innovation thrives and your skills can grow, we invite you to apply!

Created: 2026-03-05