Global Program Manager

Zoom; City of Rochester (NY); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking a Global Program Manager for the Premier Support and Technical Account Management team. You will partner with enterprise customers from implementation to long-term success, coordinating across teams and time zones to drive measurable outcomes.

You will translate complex technical details for executives, manage detailed project plans, monitor health and risk, and help shape Zoom products and processes through feedback and metrics.

Qualifications

• 10+ years of project management experience in global, enterprise-level environments.
• Ability to engage and communicate with executive stakeholders, translating complex details into clear narratives.
• Technical fluency in UCaaS, video conferencing, and IP telephony.
• Knowledge of API/SDK concepts and their practical enterprise application.
• Project management certification: PMP, PRINCE2, ITIL, or equivalent experience.
• Fluent written and spoken English; additional languages a plus.
• Bachelor's degree in Project Management, Engineering, Computer Science, or related field.

Responsibilities

• Serve as the primary contact for enterprise customers and internal stakeholders; define scope, coordination, and objectives.
• Develop and manage detailed project plans; negotiate timelines and scope with stakeholders.
• Deliver executive-level updates on strategy, progress, and course corrections.
• Apply industry best practices and change management processes across PM activities.
• Monitor customer health and project performance; address risks and improvements.
• Break large programs into phased workstreams with tasks, owners, and timelines.
• Collaborate with cross-functional teams to maintain consistency in support and engagement.
• Capture customer feedback and develop metrics to measure success.
• Adapt work patterns to support global time zones and cultures.

Skills

Program management

Executive communication

IP Telephony

APIs/SDKs

PM certification

Cross-cultural

English communication

Enterprise experience

Education

Bachelor's degree

Tools

Cisco

Microsoft Teams

Polycom

Job description

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.

About the Team

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.

Responsibilities

• 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 workstreams 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.

What We’re Looking For

• 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 Science, or a related field preferred.

Salary Range or On Target Earnings:

Minimum:

$97,600.00

Maximum:

$225,700.00

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 compensation structure; there may be a different range for candidates in this and other locations

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In‑Person is indicated in the job description/posting.

Benefits

As part of our award‑winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work‑life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem‑solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth‑focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non‑accommodation‑related requests, such as application follow‑ups or technical issues, will not be addressed.

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Anticipated Position Close Date: 10/02/26