What You Can ExpectAs a Senior Product Manager for Analytics and Insights on the Zoom Contact Center team, you will shape how contact center leaders, supervisors, and agents understand and act on performance data across millions of customer interactions. This role sits at the intersection of product strategy and technical depth, where you will define the roadmap for real-time and historical analytics, custom reporting, and AI-driven insights.
You will partner closely with engineering, data science, and design to build enterprise-grade analytics capabilities that are reliable, customizable, and genuinely valuable for your customers' operations. If you are energized by turning complex data into clear, trusted operational intelligence, this is a role where your work will have direct and measurable impact on how businesses run their customer experience operations.
About the TeamThe CX Product team builds the core experiences and platforms that power customer engagement across Zoom Contact Center and the broader Zoom CX suite. The Analytics product within this team focuses on surfacing event data as operational insights, covering dashboards, out-of-the-box and custom reporting, and AI-driven intelligence across voice, messaging, email, and work item channels. This is a team at the center of turning complex customer interactions into trusted, enterprise-grade product capabilities that contact center teams rely on every day.
Responsibilities- Define and execute the product strategy and roadmap for contact center analytics, aligning with broader product and company goals while managing stakeholder expectations across internal and external audiences.
- Lead end-to-end product development from discovery through post-launch, collaborating with engineering, design, and product marketing to define requirements, success metrics, and drive customer adoption.
- Partner with engineering and data science to shape the data model, reporting architecture, and technology decisions that ensure performance, scalability, and reliability across the Zoom Contact Center product suite.
- Drive market, competitive, and user research to identify emerging trends, customer needs, and opportunities in contact center analytics and intelligence.
- Collaborate with cross-functional feature teams to surface business intelligence from contact center interaction data across voice, messaging, email, and work item channels.
- Create and maintain a cohesive vision for real-time and historical analytics, dashboards, custom reporting, and AI-driven insights used by contact center managers, supervisors, agents, and executives.
- Build strong relationships with engineering, data science, design, and executive leadership to influence priorities and ensure analytics capabilities deliver measurable business value.
What We're Looking For- 10+ years of product management experience with ownership of data platforms, analytics products, or event-driven systems in B2B SaaS, including proven end-to-end ownership from discovery and strategy through launch and post-launch adoption.
- Bachelor's degree in Computer Science, Engineering, Data Science, or a related field, with experience in agile product environments.
- Deep expertise in real-time and historical analytics, reporting, and data modeling, with hands-on comfort working with SQL, design artifacts, and technical architecture tradeoffs.
- Solid understanding of telecommunications or contact center domains, including interaction lifecycles, performance metrics, and operational workflows; contact center analytics experience is a strong plus.
- Demonstrated ability to use quantitative and qualitative data to drive product strategy, prioritization, and decision-making, with experience applying AI tools for research synthesis, spec drafting, and data analysis.
- Proven ability to collaborate across engineering, data science, design, and executive leadership, with strong communication and interpersonal skills and the ability to influence stakeholders at all levels.
- Familiarity with product and design tools such as Figma, Productboard, or Jira; basic knowledge of AI/ML technologies, frameworks, and methodologies is a plus.
Salary Range or On Target Earnings:$124,000.00 - $271,200.00
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.
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!
Anticipated Position Close Date:
11/26/26
Ways of WorkingOur 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.
BenefitsAs 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 UsZoomies 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 CommitmentAt 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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