Senior Business Operations Analyst

Zoom; United States; Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom's GTM Business Excellence team seeks an operations leader who translates complex business decisions into durable, scalable processes and policies, partnering with Direct Sales, Channel, Finance, Legal, Deal Desk, and Enterprise Systems.

You will own workstreams, design SOPs, map processes, and build training collateral to drive adoption across sellers and partners, with opportunities to apply automation and AI to improve efficiency.

Qualifications

• Bachelor's degree in Business, Operations, Information Systems, or related field; 5+ years in Sales Operations, Business Operations, Deal Desk, or similar in SaaS/high-growth environments.
• Hands-on experience with enterprise GTM systems such as Salesforce, CPQ, or ERP; translate requirements into system specs.
• Deep understanding of commercial policies, business rules, and cross-functional GTM processes including opportunity lifecycle, quoting, and lead-to-cash or quote-to-cash operations.
• Strong analytical, root-cause problem-solving, process mapping, and documentation skills.
• Proven project management and stakeholder coordination capabilities across diverse, cross-functional teams.

Responsibilities

• Evaluate the operational and commercial feasibility of new go-to-market initiatives across Direct and Channel, identifying downstream impacts across bookings, compensation, partner incentives, and billing before launch.
• Own assigned workstreams within cross-functional initiatives, tracking milestones, dependencies, and risks while keeping stakeholders aligned on progress.
• Translate business requirements into scalable process and system specifications, partnering with Enterprise Systems to deliver fully implemented solutions including UAT coordination and run-the-business handoff.
• Design and maintain repositories of key business decisions and commercial policies, ensuring documentation remains current, searchable, and consistently applied across routes to market.
• Create detailed process maps and standard operating procedures that distinguish standard workflows from exception paths, and review policies for consistency and gaps across routes to market.
• Analyze support ticket and exception trends to identify root causes and recommend process or policy improvements that reduce manual effort and downstream disruption.
• Serve as a subject-matter expert in Zoom's opportunity lifecycle and quoting processes, assess enhancement requests, and help prioritize improvements to opportunity management and quoting systems.
• Build training collateral and facilitate workshops to drive adoption of new processes and best practices across seller and partner audiences.
• Develop reports tracking process adherence, opportunity and quote data quality, and cycle time to support continuous improvement.
• Identify and pilot opportunities to apply automation and AI to reduce manual effort and measure impact.

Skills

Sales Operations

Business Operations

Deal Desk

Stakeholder coordination

Process mapping

Analytics

Cross-functional collaboration

Education

Bachelor's degree in Business/Operations/IS

Tools

Salesforce

CPQ

ERP

Job description

What You Can Expect This role sits at the intersection of business operations, governance, and technology within Zoom's GTM Business Excellence team. You will help shape how Zoom goes to market by translating complex business decisions into durable, scalable processes, commercial policies, and operational playbooks. Working cross-functionally with Direct Sales, Channel, Finance, Legal, Deal Desk, and Enterprise Systems, you will own meaningful workstreams with real downstream impact on how Zoom sells and scales. If you are energized by operating at the center of fast-moving go-to-market motions and turning complexity into clarity, this is a place where your work compounds across the organization.

About the Team

GTM Business Excellence designs the cross-functional processes and commercial policies that keep Zoom's go-to-market engine moving at speed without collision. The team partners with Direct Sales, Channel, Deal Desk, Finance, Legal, Sales Compensation, and Enterprise Systems to ensure new business motions are operationally sound, well-governed, and built to scale. It is a team for people who thrive at the center of complexity and want to build things that last.

Responsibilities

• Evaluate the operational and commercial feasibility of new go-to-market initiatives across Direct and Channel, identifying downstream impacts across bookings, compensation, partner incentives, and billing before launch
• Own assigned workstreams within cross-functional initiatives, tracking milestones, dependencies, and risks while keeping stakeholders aligned on progress
• Translate business requirements into scalable process and system specifications, partnering with Enterprise Systems to deliver fully implemented solutions including UAT coordination and run-the-business handoff
• Design and maintain repositories of key business decisions and commercial policies, ensuring documentation remains current, searchable, and consistently applied across routes to market
• Create detailed process maps and standard operating procedures that distinguish standard workflows from exception paths, and review policies for consistency and gaps across routes to market
• Analyze support ticket and exception trends to identify root causes and recommend process or policy improvements that reduce manual effort and downstream disruption
• Serve as a subject-matter expert in Zoom's opportunity lifecycle and quoting processes, assess enhancement requests, and help prioritize improvements to opportunity management and quoting systems
• Build training collateral and facilitate workshops to drive adoption of new processes and best practices across seller and partner audiences
• Develop reports tracking process adherence, opportunity and quote data quality, and cycle time to support continuous improvement
• Identify and pilot opportunities to apply automation and AI to reduce manual effort and measure impact

What We're Looking For

• Bachelor's degree in Business, Operations, Information Systems, or a related field, plus 5+ years in Sales Operations, Business Operations, Deal Desk, or a similar role in a SaaS or high-growth environment
• Hands-on experience with enterprise GTM systems such as Salesforce, CPQ, or ERP, with the ability to translate business requirements into system specifications
• Deep understanding of commercial policies, business rules, and cross-functional GTM processes including opportunity lifecycle, quoting, and lead-to-cash or quote-to-cash operations
• Strong analytical, root-cause problem-solving, process mapping, and documentation skills
• Proven project management and stakeholder coordination capabilities across diverse, cross-functional teams
• Familiarity with partner ecosystems, channel sales models, partner incentive programs, and sales compensation structures (preferred)
• Working knowledge of reporting and analytics tools such as Tableau or SQL, and experience applying AI tools to improve workflows and productivity (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

Anticipated Position Close Date: 10/13/26

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.

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. Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.

#LI-Remote

Zoomies help people stay connected so they can get more done together. We set out on a mission to make video communications frictionless and secure by building the world’s best video product for the enterprise, but we didn’t stop there. With products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars, we bring innovation to a wide variety of customers, from the conference room to the classroom, from doctor’s offices to financial institutions to government agencies, from global brands to small businesses. We do what we do because of our core value of Care: care for our community, our customers, our company, our teammates, and ourselves. Our global employees help our customers meet happier, communicate better, and create meaningful connections the world over. Zoomies are problem-solvers and self-starters, working hard to get results and moving quickly 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.