Global Program Manager

What You Can Expect

As a Global Program Manager on the Premier Support and Technical Account Management team, you will serve as the primary strategic partner for a select portfolio of enterprise customers, guiding them through every phase of their Zoom journey from implementation through long‑term success. You will work at the intersection of customer relationships, technical complexity, and organizational coordination, bringing clarity and momentum to initiatives that span multiple teams and time zones.

This role calls for someone who can operate confidently at the executive level while staying grounded in the details that drive delivery. You will collaborate closely with cross‑functional partners across Zoom and within your customers' organizations to ensure consistent, measurable outcomes.

The Premier Support and Technical Account Management team is dedicated to deepening customer relationships and elevating the Zoom experience for enterprise clients. We act as trusted technical advisors, providing resources, guidance, and cross‑functional coordination that help customers realize the full value of our solutions. Our team operates across global markets, thrives on collaboration, and takes pride in turning complex challenges into clear paths forward.

• Serve as the primary point of contact for enterprise customers and internal stakeholders, proactively defining project scope, coordination, and objectives across both organizations.
• Develop and manage detailed project plans, negotiate timelines and scope with stakeholders, and prioritize business expectations to deliver against agreed milestones.
• Deliver consistent executive‑level updates to key stakeholders at Zoom and within customer organizations, covering strategy, progress, and course corrections.
• Apply industry best practices, methodologies, and standards across all project management and execution activities, including change management processes.
• Monitor customer health and project performance, proactively addressing delivery risks and identifying opportunities for continuous improvement.
• Break complex, large‑scale programs into phased work streams with clearly defined tasks, owners, and timelines.
• Partner with cross‑functional teams including Technical Account Managers, Customer Success, Service Engineering, Professional Services, Sales Operations, and Global Architects to maintain consistency in customer support and engagement.
• Capture and communicate customer feedback to relevant internal teams, and develop metrics frameworks that measure success and drive improvements to Zoom products and operational processes.
• Adapt working style and schedule to support customers across diverse time zones, cultures, and regional requirements.

• 10+ years of project management experience in global, enterprise‑level environments, with a track record of managing complex programs to successful completion.
• Demonstrated ability to engage and communicate effectively with executive stakeholders, translating complex technical and project details into clear, strategic narratives.
• Technical fluency in IP Telephony (SIP, H.323), Audio/Video codecs, UCaaS, video conferencing, and Unified Communications platforms such as Cisco, Microsoft Teams, and Polycom is highly desired.
• Working knowledge of API/SDK concepts and their practical application in enterprise technology environments.
• Project management certification required: PMP, PRINCE2, ITIL, or equivalent professional experience.
• Experience collaborating with global teams across diverse cultures and regions; strong written and oral English communication skills required, with additional languages a plus.
• Bachelor's degree in Project Management, Engineering, Computer…