Senior Product Manager, CX Analytics

Zoom

9d•Remote

About The Position

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.

Requirements

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

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.