Senior Product Manager, Enterprise Analytics & AI Insights

Zoom; Annapolis (MD); Hybrid; USD 124,000 - 271,000; Full time

Benefits offered by this job

Hybrid work environment

Remote work options

Job summary

Zoom is seeking a Senior Product Manager for Analytics and Insights within the Zoom Contact Center. You will shape real-time and historical analytics, reporting, and AI-driven insights across millions of customer interactions, partnering with engineering, data science, and design to deliver enterprise-grade analytics capabilities.

You will drive the data model, dashboards, and success metrics, ensuring measurable business value for contact center leaders, supervisors, agents, and executives in a

Qualifications

• 10+ years of product management experience with ownership of data platforms, analytics products, or event-driven systems in B2B SaaS.
• Bachelor's degree in Computer Science, Engineering, Data Science, or a related field, with experience in agile product environments.
• Deep expertise in real-time and historical analytics, reporting, and data modeling, with hands-on comfort working with SQL, design artifacts, and technical architecture tradeoffs.
• Solid understanding of telecommunications or contact center domains, including interaction lifecycles, performance metrics, and operational workflows.
• Demonstrated ability to use quantitative and qualitative data to drive product strategy, prioritization, and decision-making, with experience applying AI tools for research synthesis, spec drafting, and data analysis.
• Proven ability to collaborate across engineering, data science, design, and executive leadership, with strong communication and interpersonal skills and the ability to influence stakeholders at all levels.
• Familiarity with product and design tools such as Figma, Productboard, or Jira; basic knowledge of AI/ML technologies, frameworks, and methodologies is a plus.

Responsibilities

• Define and execute the product strategy and roadmap for contact center analytics, aligning with broader product and company goals while managing stakeholder expectations across internal and external audiences.
• Lead end-to-end product development from discovery through post-launch, collaborating with engineering, design, and product marketing to define requirements, success metrics, and drive customer adoption.
• Partner with engineering and data science to shape the data model, reporting architecture, and technology decisions that ensure performance, scalability, and reliability across the Zoom Contact Center product suite.
• Drive market, competitive, and user research to identify emerging trends, customer needs, and opportunities in contact center analytics and intelligence.
• Collaborate with cross-functional feature teams to surface business intelligence from contact center interaction data across voice, messaging, email, and work item channels.
• Create and maintain a cohesive vision for real-time and historical analytics, dashboards, custom reporting, and AI-driven insights used by contact center managers, supervisors, agents, and executives.
• Build strong relationships with engineering, data science, design, and executive leadership to influence priorities and ensure analytics capabilities deliver measurable business value.

Skills

Product management

Stakeholder management

SQL

AI tools

Cross-functional collaboration

Roadmapping

Education

Bachelor's degree in Computer Science, Engineering, Data Science

Tools

Figma

Productboard

Jira

Job description

Zoom is seeking a Senior Product Manager for Analytics and Insights within the Zoom Contact Center. You will shape real-time and historical analytics, reporting, and AI-driven insights across millions of customer interactions, partnering with engineering, data science, and design to deliver enterprise-grade analytics capabilities.

You will drive the data model, dashboards, and success metrics, ensuring measurable business value for contact center leaders, supervisors, agents, and executives in a