GTM Operations & Policy Architect

Zoom; Austin (TX); Hybrid; USD 127,000 - 277,000; Full time

Job summary

Zoom seeks a Senior Business Operations Analyst within the GTM Business Excellence team to shape how Zoom's go-to-market motions operate at scale. You will translate complex commercial and operational challenges into durable, standing policy, driving consistency across Direct and Channel sales.

You will lead multi-workstream initiatives from concept through handoff, partnering with Enterprise Systems to deliver scalable solutions and surface root causes with data-driven insights.

Qualifications

• 8+ years in Sales Operations 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.
• Bachelor's degree in Business, Operations, Information Systems, or a related field.
• 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 feasibility assessments for new initiatives and coordinate cross-functional dependencies and risks.
• Serve as the liaison between GTM Business Excellence and Enterprise Systems through UAT and delivery.
• Design and improve the governance framework with RACI, cadences, and change management.
• Build dashboards and metrics to measure process health, adoption, and cycle times for executive decisions.
• Identify systemic root causes from data and partner with sales leadership to implement fixes.

Skills

Sales Operations

Cross-functional leadership

Executive communication

Tableau

SQL

Education

Bachelor's degree in Business, Operations, Information Systems, or related field

Tools

Salesforce

CPQ

ERP

Job description

Zoom seeks a Senior Business Operations Analyst within the GTM Business Excellence team to shape how Zoom's go-to-market motions operate at scale. You will translate complex commercial and operational challenges into durable, standing policy, driving consistency across Direct and Channel sales.

You will lead multi-workstream initiatives from concept through handoff, partnering with Enterprise Systems to deliver scalable solutions and surface root causes with data-driven insights.