Senior Product Manager, CX Analytics

What you can expect​

Zoom is seeking a talented Product Manager to help scale and evolve Contact Center Analytics and Reporting within our Contact Center product suite. In this role, you will shape the vision, strategy, and delivery of analytics solutions that empower customers to optimize performance and customer outcomes.

You will help lead the product strategy and execution for CX Analytics, empowering customers to measure and optimize performance across millions of customer interactions. Working cross-functionally with engineering, data science, design, and senior leaders, you will build reliable, high-impact analytics products tailored to customer operations.

About the Team

The CX Product team powers customer engagement across Zoom’s Contact Center and Zoom CX suite. The team enables orchestration and measurement of interactions across voice, messaging, email, and work item channels.

Within this group, CX Analytics transforms event data into actionable insights through dashboards, reporting, and AI-driven intelligence.

As a Senior Product Manager for CX Analytics, you will lead how real-time and historical data is delivered through cross-product integrations. You will build scalable analytics experiences used by contact center leaders, supervisors, agents, and executives.

Responsibilities

• Partnering on the strategy and execution of data-driven analytics and insights for customers. Own and evolve the product roadmap aligned with company and product objectives. Manage communication and expectations across internal and external stakeholders.
• Leading end-to-end product development, from discovery through launch and post-launch optimization. Partner with engineering, design, and product marketing to define requirements, establish success metrics, deliver features, and drive customer adoption
• Performing relevant market research, product research, feature research, competitor research, and more.
• Collaborating with feature teams to derive business intelligence from data captured in the contact center system from different product feature areas.
• Researching emerging contact center trends and technologies. Drive user research, market analysis, and market landscape insights to guide product decisions
• Partnering with engineering to drive the right technology to ensure performance and scalability of reporting services within the Contact Center product suite.
• Developing and maintain the direction of the data model by providing guidance and product solutions.
• Creating a vision across a large collection of enterprise applications to provide a cohesive analytics and reporting experience.

What we’re looking for

• Have a Bachelors in Computer Science, Engineering, Data Science, or a related field, with experience working in agile product environments
• Have 10+ years of product management experience, including ownership of data platforms, analytics products, or event-driven systems in B2B SaaS
• Have experience with real time and historical analytics and reporting
• Demonstrate a solid understanding of Telecommunications or Contact center domains, including interaction lifecycles, performance metrics, and operational workflows
• Have the ability to use data—both quantitative and qualitative—to drive product strategy, prioritization, and decision-making
• Have experience working with cross-functional teams across engineering, data science, design, and executive leadership

Salary Range or On Target Earnings:

Minimum:

Maximum:

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.

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

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

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.