Senior Product Manager, Analytics and Insights
About The Position
As a Senior Product Manager for Analytics and Insights on Zoom Contact Center, you will shape how contact center leaders, supervisors, and agents understand and act on performance data across customer interactions. You will define the roadmap for real-time and historical analytics, custom reporting, and AI-driven insights, working at the intersection of product strategy and technical execution. You will partner with engineering, data science, and design to build reliable, customizable, enterprise-grade analytics capabilities that deliver operational value. The CX Product team builds experiences and platforms for customer engagement across Zoom Contact Center and the broader Zoom CX suite. Its Analytics product turns event data into operational insights through dashboards, out-of-the-box and custom reporting, and AI-driven intelligence across voice, messaging, email, and work item channels.
Requirements
- 10+ years of product management experience owning data platforms, analytics products, or event-driven systems in B2B SaaS.
- Proven end-to-end product ownership from discovery and strategy through launch and post-launch adoption.
- Bachelor's degree in Computer Science, Engineering, Data Science, or a related field.
- Experience in agile product environments.
- Deep expertise in real-time and historical analytics, reporting, and data modeling.
- 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.
- Ability to use quantitative and qualitative data to drive product strategy, prioritization, and decision-making.
- Experience applying AI tools for research synthesis, specification drafting, and data analysis.
- 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.
Nice To Haves
- Contact center analytics experience.
- Basic knowledge of AI/ML technologies, frameworks, and methodologies.
- Familiarity with product and design tools such as Figma, Productboard, or Jira.
Responsibilities
- Define and execute the product strategy and roadmap for contact center analytics, aligning with broader product and company goals and managing stakeholder expectations.
- Lead end-to-end product development from discovery through post-launch, collaborating with engineering, design, and product marketing to define requirements and success metrics and drive customer adoption.
- Partner with engineering and data science to shape the data model, reporting architecture, and technology decisions for performance, scalability, and reliability across Zoom Contact Center.
- Conduct market, competitive, and user research to identify trends, customer needs, and opportunities in contact center analytics and intelligence.
- Collaborate with cross-functional feature teams to surface business intelligence from 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 for contact center managers, supervisors, agents, and executives.
- Build relationships with engineering, data science, design, and executive leadership to influence priorities and ensure analytics capabilities deliver measurable business value.
Benefits
- Benefits and options intended to support physical, mental, emotional, and financial health, work-life balance, and community contribution.
- Bonus and equity value may be included as part of total direct compensation.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
