Senior Product Manager - Customer Experience Analytics

Join Zoom as a Senior Product Manager for Customer Experience Analytics! Are you ready to take on a pivotal role in scaling and advancing our Contact Center Analytics and Reporting? At Zoom, we're seeking a skilled Product Manager who will shape the vision, strategy, and execution of analytics solutions. Your contributions will empower our customers to enhance their performance and improve customer outcomes. In this dynamic position, you will lead the strategy and execution for Customer Experience Analytics, enabling clients to measure and enhance their performance across millions of interactions. By collaborating cross-functionally with engineering, data science, design, and senior leaders, you will develop impactful analytics products tailored for customer operations. About the Team: The Customer Experience Product team is dedicated to enriching customer engagement through Zoom's Contact Center and Zoom CX suite. Our mission is to facilitate seamless interaction tracking and measurement across various channels, including voice, messaging, email, and work items. Within this team, Customer Experience Analytics transforms event data into actionable insights through dashboards, reporting, and AI-driven intelligence. Key Responsibilities: Define and execute the strategy for data-driven analytics, managing and evolving the product roadmap to align with company objectives. Foster clear communication and manage stakeholder expectations. Lead the full product development lifecycle, from discovery to launch and post-launch optimization. Collaborate with engineering, design, and product marketing to define requirements and drive customer adoption. Conduct market research, competitive analysis, and product feature research to support informed decision-making. Collaborate with feature teams to derive business intelligence from data within the contact center system across various product areas. Stay informed about emerging contact center trends and technologies to influence product decisions through user research and market analysis. Work with engineering to determine the right technologies for performance and scalability of reporting services within the Contact Center product suite. Direct the data model to ensure consistent guidance and effective product solutions. Create a cohesive analytics and reporting experience across a wide range of enterprise applications. What We're Looking For: Bachelor's degree in Computer Science, Engineering, Data Science, or a related field, coupled with experience in agile environments. 10+ years of product management experience, especially with data platforms, analytics products, or event-driven systems in B2B SaaS. Demonstrated expertise in real-time and historical analytics and reporting. Strong understanding of telecommunications or contact center domains, including interaction lifecycles, performance metrics, and operational workflows. A capability to leverage both qualitative and quantitative data to inform product strategy and prioritization. Experience in collaborative work with cross-functional teams, including engineering, data science, design, and executives. Compensation Structure: Minimum Salary: $124,000.00 Maximum Salary: $271,200.00 At Zoom, we employ a Total Direct Compensation philosophy that considers base salary, bonuses, and equity value. Note that starting pay will reflect various factors, including qualifications and experience. Additionally, we have a location-based compensation structure, so salary ranges may vary based on the candidate's location. About Zoom: At Zoom, we create connections that help teams achieve more together. Our goal is to develop the best collaboration platform, enhancing communication through products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. With a fast-paced and problem-solving mindset, we strive for solutions centered around our customers and users. Join us to grow your skills and advance your career in a collaborative, growth-oriented environment! Our Commitment: At Zoom, we believe remarkable work thrives in environments where individuals feel supported and empowered. Our commitment to equitable hiring practices ensures that every candidate is evaluated based on skills, experience, and potential. If you require accommodations during the hiring process, please let us know-we are here to assist you throughout the journey. This position is classified as a hybrid role, blending both in-office and remote work for flexibility. Equal Opportunity: Zoom is an equal opportunity employer, dedicated to fostering a diverse and inclusive workplace. We do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability. All information submitted will remain confidential in accordance with EEO guidelines.

Created: 2026-03-10