The CX Product team builds the core experiences and platforms that power customer engagement across Zoom’s Contact Center and broader Zoom CX suite. The team is responsible for how customer interactions across voice, messaging, email, and work item channels are orchestrated, measured, and continuously improved upon in order for customers to drive superior customer experiences and make key operational decisions for their business.
Within the CX Product team, the CX Analytics product focuses on how event data is used to provide customers with the operational insights they need to make critical business decisions. This includes dashboards, out of the box reporting, custom reporting and AI driven insights.
As a Senior Product Manager for CX Analytics, you will drive innovation in how CX data is surfaced and reporting on both in real-time and historical experiences using cross product integrations. Your work will enable product experiences such as dashboards and reporting to be utilized by contact center management, supervisors and agents. , conversational insights and proactive recommendations used daily by supervisors, operators, and executives. The team plays a critical role in turning complex CX interactions into trusted, enterprise-grade product capabilities.
Responsibilities
- Partner on the strategy and execution for delivering data-driven and actionable analytics and intelligence to our customers; develop and maintain a roadmap in your area of responsibility that aligns with product and company goals; manage internal and external stakeholder communications and expectations.
- Lead end-to-end product development efforts, from product discovery to post launch; collaborate with engineering, design and product marketing to define requirements and product success metrics, deliver features, and increase customer adoption.
- Perform relevant market research, product research, feature research, competitor research, and more.
- Collaborate with feature teams to derive business intelligence from data captured in the contact center system from different product feature areas.
- Conduct research to identify emerging trends and technologies in the contact center industry; lead user research, market analysis, and competitive analysis to guide product development.
- Partner with engineering to drive the right technology to ensure performance and scalability of reporting services within the Contact Center product suit.
- Develop and maintain the direction of the data model by providing guidance and product solutions.
- Ability to create a vision across a large collection of enterprise applications to provide a cohesive analytics and reporting experience.
What we’re looking for
- Bachelor’s degree in Computer Science, Engineering, Data Science, or a related field, with experience working in agile product environments
- 5+ years of product management experience, including ownership of data platforms, analytics products, or event-driven systems in B2B SaaS
- Strong experience with real time and historical analytics and reporting
- Solid understanding of Tele-communications or Contact center domains, including interaction lifecycles, performance metrics, and operational workflows
- Ability to use data—both quantitative and qualitative—to drive product strategy, prioritization, and decision-making
- Experience working with cross-functional teams across engineering, data science, design, and executive leadership
- Strong communication and interpersonal skills, with the ability to influence stakeholders and build strong relationships.
- Seeking a candidate that is detail oriented but able to shift and refocus on tasks in a short amount of time.
- Someone with a strong sense of ownership and the ability to drive features to completion on their own.
Preferred Qualifications
- Basic knowledge of AI/ML technologies, frameworks, and methodologies
- Familiarity with the use of Figma, Figma Make, Product Board and Jira
- Contact Center Analytics and data understanding and experience is a major plus
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn
for more information.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
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