Senior Product Manager, Enterprise Analytics & AI Insights

Zoom

Olympia (WA)

Ibrido

USD 124.000 - 271.000

Tempo pieno

3 giorni fa

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Descrizione del lavoro

Zoom is seeking a Senior Product Manager for Analytics and Insights on the Contact Center team. You will shape real-time and historical analytics, dashboards, and AI-driven insights across millions of interactions.

You will partner with engineering, data science, and design to deliver enterprise-grade analytics that are reliable, customizable, and impactful for customer operations. Experience in B2B SaaS analytics, strong SQL skills, and a track record of end-to-end product delivery are

Competenze

10+ years of product management experience with ownership of data platforms, analytics products, or event-driven systems in B2B SaaS, including proven end-to-end ownership from discovery and strategy through launch and post-launch adoption.
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; contact center analytics experience is a strong plus.
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.

Mansioni

Define and execute the product strategy and roadmap for contact center analytics, aligning with broader goals and stakeholder expectations.
Lead end-to-end product development from discovery through post-launch adoption with cross-functional teams.
Partner with engineering and data science on data model, reporting architecture, and technology decisions for performance and scalability.
Drive market, competitive, and user research to identify trends and opportunities in contact center analytics and intelligence.
Collaborate with feature teams to surface business intelligence from contact center interaction data across channels.
Create and maintain a cohesive vision for real-time and historical analytics, dashboards, and AI-driven insights used by managers and executives.
Build relationships with leadership to influence priorities and ensure analytics deliver measurable business value.