Senior Business Operations Analyst

This role sits at the intersection of business operations, governance, and technology within Zoom's GTM Business Excellence team. You will help shape how Zoom goes to market by translating complex business decisions into durable, scalable processes, commercial policies, and operational playbooks. Working cross-functionally with Direct Sales, Channel, Finance, Legal, Deal Desk, and Enterprise Systems, you will own meaningful work streams with real downstream impact on how Zoom sells and scales.

If you are energized by operating at the center of fast-moving go-to-market motions and turning complexity into clarity, this is a place where your work compounds across the organization.

GTM Business Excellence designs the cross-functional processes and commercial policies that keep Zoom's go-to-market engine moving at speed without collision. The team partners with Direct Sales, Channel, Deal Desk, Finance, Legal, Sales Compensation, and Enterprise Systems to ensure new business motions are operationally sound, well-governed, and built to scale. It is a team for people who thrive at the center of complexity and want to build things that last.

• Evaluate the operational and commercial feasibility of new go-to-market initiatives across Direct and Channel, identifying downstream impacts across bookings, compensation, partner incentives, and billing before launch
• Own assigned work streams within cross-functional initiatives, tracking milestones, dependencies, and risks while keeping stakeholders aligned on progress
• Translate business requirements into scalable process and system specifications, partnering with Enterprise Systems to deliver fully implemented solutions including UAT coordination and run-the-business handoff
• Design and maintain repositories of key business decisions and commercial policies, ensuring documentation remains current, searchable, and consistently applied across routes to market
• Create detailed process maps and standard operating procedures that distinguish standard workflows from exception paths, and review policies for consistency and gaps across routes to market
• Analyze support ticket and exception trends to identify root causes and recommend process or policy improvements that reduce manual effort and downstream disruption
• Serve as a subject-matter expert in Zoom's opportunity lifecycle and quoting processes, assess enhancement requests, and help prioritize improvements to opportunity management and quoting systems
• Build training collateral and facilitate workshops to drive adoption of new processes and best practices across seller and partner audiences
• Develop reports tracking process adherence, opportunity and quote data quality, and cycle time to support continuous improvement
• Identify and pilot opportunities to apply automation and AI to reduce manual effort and measure impact

• Bachelor's degree in Business, Operations, Information Systems, or a related field, plus 5+ years in Sales Operations, Business Operations, Deal Desk, or a similar role in a SaaS or high-growth environment
• Hands-on experience with enterprise GTM systems such as Salesforce, CPQ, or ERP, with the ability to translate business requirements into system specifications
• Deep understanding of commercial policies, business rules, and cross-functional GTM processes including opportunity lifecycle, quoting, and lead-to-cash or quote-to-cash operations
• Strong analytical, root-cause problem-solving, process mapping, and documentation skills
• Proven project management and stakeholder coordination capabilities across diverse, cross-functional teams
• Familiarity with partner ecosystems, channel sales models, partner incentive programs, and sales…