Sr. Product Manager - Contact Center Analytics - Military veterans preferred

At Zoom, we are trying to disrupt the Contact Center industry with our innovative and wholistic solution.

We are seeking a highly skilled and motivated Product Manager to join our Contact Center team to drive Contact Center Analytics and Reports for our customers. You will play a critical role in shaping the strategic direction and execution of analytics and reporting within the contact center domain.

About This Role

As a Sr. Product Manager, you are a self-starter, curious and resourceful. You will play a critical role in advancing Contact Center Analytics and Reports to the next level and differentiate our analytics capability by leveraging the latest technologies. Beyond data analytics and reporting, you will build features to provide clear, relevant, and specific recommendations to allow customers to understand the implications of the information and determine the appropriate course of action to drive tangible outcomes and improve operational efficiency. You are passionate about data and detail oriented, and understand how to present data in a compelling but intuitive manner.

Responsibilities

Lead the strategy and execution of delivering data-driven and actionable analytics and intelligence to our customers; develop and maintain a roadmap in your area of responsibility; 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 drive go-to-market. 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 for 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 eng to drive the right technology to ensure performance and scalability of reporting services within the Contact Center product suit.

Requirements

Bachelor’s degree (Computer Science, Data Science or related field). 5+ Years of experience as analytics product manager for highly complex B2B SaaS based applications and services, preferably in CCaaS and/or UCaaS industry Experience as a Product Manager with a focus on user experience and user-centric design. Ability to crystallize vague concepts into concise plans. Understanding that speed is everything but prioritizing the right thing is equally important. Entrepreneurial mindset with a passion for innovation and staying ahead of industry trends. Strong communication and interpersonal skills, with the ability to influence stakeholders and build strong relationships.

Preferred Qualifications

Basic knowledge of AI/ML technologies, frameworks, and methodologies

Minimum

Salary Range or On Target Earnings:

$133,500.00

Maximum

$233,600.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Information about Zoom’s benefits is on our careers page here.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.

#J-18808-Ljbffr