Senior Product Manager, Contact Center Analytics (Remote)

Zoom; San Jose (CA); Hybrid; USD 124,000 - 271,000; Full time

Job summary

Zoom is seeking a Senior Product Manager for Analytics and Insights on the Zoom Contact Center team to define the roadmap for real-time and historical analytics, reporting, and AI-driven insights across millions of interactions.

You will partner with engineering, data science, and design to build enterprise-grade analytics capabilities that are reliable, customizable, and valuable for customers’ operations, with measurable impact on how businesses run customer experiences.

Qualifications

• 10+ years of product management experience with ownership of data platforms, analytics products, or event-driven systems.
• Bachelor's degree in Computer Science, Engineering, Data Science, or a related field.
• Deep expertise in real-time and historical analytics, reporting, and data modeling; proficient with SQL and architecture tradeoffs.
• Experience using AI tools for research synthesis, spec drafting, and data analysis.

Responsibilities

• Define and execute the product strategy and roadmap for contact center analytics, aligning with goals and managing stakeholder expectations.
• Lead end-to-end product development from discovery through post-launch, collaborating with engineering, design, and product marketing.
• Partner with engineering and data science to shape the data model, reporting architecture, and technology decisions for performance and reliability.
• Drive market, competitive, and user research to identify trends and customer needs in contact center analytics.
• Collaborate with cross-functional teams to surface business intelligence from contact center data across channels.
• Create and maintain a cohesive vision for real-time and historical analytics, dashboards, reporting, and AI insights.

Skills

Product management

Data analytics

AI tools

Communication

Leadership

Education

Bachelor's degree in CS/Engineering/Data Science

Tools

SQL

Figma

Productboard

Jira

Job description

Zoom is seeking a Senior Product Manager for Analytics and Insights on the Zoom Contact Center team to define the roadmap for real-time and historical analytics, reporting, and AI-driven insights across millions of interactions.

You will partner with engineering, data science, and design to build enterprise-grade analytics capabilities that are reliable, customizable, and valuable for customers’ operations, with measurable impact on how businesses run customer experiences.