Senior Product Manager, Analytics and Insights

As 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.

The 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.

• 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.

• 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 life cycles, 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.

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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…