GTM Operations Lead, Policy & Process Excellence

Zoom; Montpelier (VT); Hybrid; USD 127,000 - 277,000; Full time

Job summary

Zoom is seeking a Senior Business Operations Analyst to shape how go-to-market motions operate at scale, translating complex challenges into durable policy. You will lead multi-workstream initiatives across Direct and Channel sales, partner with Enterprise Systems, and surface root causes using data to drive durable improvements.

The role requires deep SaaS experience, executive communication, and hands-on governance design, with a focus on Opportunity Lifecycle Management and Quoting.

Qualifications

• 8+ years in Sales Operations, Business Operations, Deal Desk, or related strategic planning roles in a SaaS or high-growth environment.
• Experience with Enterprise Systems (Salesforce, CPQ, ERP) and translating business needs into scalable system requirements, with ownership of requirements quality through UAT and solution delivery.
• Experience designing governance frameworks, decision rights (RACI), or Center of Excellence operating models, including standards for process and policy documentation, version control, and change management.
• Deep understanding of commercial policies, business rules, and process optimization methodologies, with the ability to use data to identify systemic root causes and drive durable fixes.
• Strong executive communication and influencing skills, with proven ability to present clear, structured recommendations to senior leaders across Sales, Finance, Legal, and Enterprise Systems.
• Familiarity with partner ecosystems, channel sales models, lead-to-cash operations, and partner incentive programs; working knowledge of Tableau or SQL; Lean, Six Sigma, or PMP certification is a plus.

Responsibilities

• Lead complex, multi-workstream go-to-market initiatives end-to-end across Direct and Channel sales, establishing governance, ownership, and timelines.
• Synthesize process, system, policy, and downstream impacts into actionable recommendations for senior leadership.
• Drive operational and commercial feasibility assessments for new initiatives, coordinating adjustments with cross-functional partners.
• Serve as the primary liaison between GTM Business Excellence and Enterprise Systems, owning requirements quality through UAT and delivery.
• Design and improve governance framework including decision rights (RACI), review cadences, documentation standards, and change management.
• Lead COE operating rhythm for Opportunity Lifecycle Management and Quoting, building dashboards and metrics to inform executive decisions.
• Identify systemic root causes from data and drive elimination in partnership with Sales, Channel, and Deal Desk leadership.
• Mentor team members on problem-solving and process design, and lead integration of AI/automation into workflows.

Skills

Sales Ops

GTM

Cross-functional leadership

SaaS

Data analytics

Executive communication

SQL

Tableau

Education

Bachelor's degree in Business/Operations/IS

Tools

Salesforce

CPQ

ERP

Job description

Zoom is seeking a Senior Business Operations Analyst to shape how go-to-market motions operate at scale, translating complex challenges into durable policy. You will lead multi-workstream initiatives across Direct and Channel sales, partner with Enterprise Systems, and surface root causes using data to drive durable improvements.

The role requires deep SaaS experience, executive communication, and hands-on governance design, with a focus on Opportunity Lifecycle Management and Quoting.