Head of Product, Zoom
Digital Customer Experience, Conversational Artificial Intelligence
$164.4-359.6k
+ Bonus and equity
More information about location
Video-focused online communications platform
Job no longer available
Video-focused online communications platform
1001+ employees
Job no longer available
$164.4-359.6k
+ Bonus and equity
More information about location
1001+ employees
Company mission
To make video communications frictionless and secure.
Role
Who you are
- You must be able to scale and command a world-class talented team while collaborating and influencing cross-functional teams and executives
- You are passionate about user experiences, detail-oriented, and shift the status quo with innovative thinking
- Experience in product management leadership within the Conversational AI space
- Demonstrate a proven track record as an industry veteran, showcasing experience in competing and scaling within dynamic environments
- Demonstrate a deep understanding of SaaS, Generative AI, Machine Learning, and Customer Support technology stacks while showcasing a history of driving market-leading innovations
- Experience presenting to and influencing C-level executives, analysts, and key stakeholders
- Demonstrate a comprehensive understanding of product and engineering processes beyond the immediate focus area
- Track record of successfully competing and scaling products in dynamic markets
- Experience as a Product Leader with a focus on user experience, user-centric design, and broader go-to-market strategies
- Able to crystallize complex concepts into actionable, strategic plans
- Balance a strategic mindset with tactical execution skills, prioritizing speed and the right initiatives
- Embody an entrepreneurial spirit, demonstrating a passion for innovation and cultivating the ability to anticipate and shape industry trends
What the job involves
- As a Head of Product, you are a visionary strategist, influencer, and industry expert. You will use this opportunity to change the world and take on the top market leaders head on. You will lead in advancing customer self-service engagements to the next level and differentiate our capabilities by leveraging cutting-edge technologies
- At Zoom, we are disrupting the Contact Center industry with our innovative and holistic solutions. We are seeking a highly skilled and motivated Product Management leader to join our Contact Center team to drive the next generation of conversational AI
- You will play a critical role in shaping the strategic direction and execution to deliver world-class solutions for Zoom's Contact Center. You will also influence the industry, analysts, internal executives, and go-to-market teams
- Leading the strategy and execution of delivering next-generation conversational AI with generative AI, LLMs, NLU, TTS, and ASR, while developing and maintaining the roadmap. Manage internal and external stakeholder communications and expectations at the highest levels
- Driving end-to-end product development efforts, from product discovery to post-launch. Collaborating with data science, engineering, design, and product marketing to define requirements and product success metrics, deliver features, and spearhead go-to-market strategies
- Performing comprehensive market research, product research, feature research, and competitor analysis to inform strategic decisions
- Collaborating with teams to extract business insights from contact center data, guiding strategic initiatives
- Conducting in-depth research to identify emerging trends and technologies in the contact center industry. Leading user research, market analysis, and analysis to guide product development and influence industry direction
- Partnering with engineering leadership to drive the right technology choices, ensuring performance and scalability of services within the Contact Center product suite. Serving as a thought leader and industry influencer, representing Zoom at conferences, analyst briefings, and executive meetings
- Coaching and mentoring product teams, fostering a culture of innovation and excellence
Application process
- Anticipated Position Close Date: 09/27/24
Our take
Zoom reworked video conferencing when most people assumed it was a solved problem, with services from Cisco and Skype already ubiquitous in workplaces and homes. However, its videoconferencing infrastructure was simpler to use, faster and more flexible than any previous solution, and it swiftly took the world by storm.
Its success bred competition, however, and companies such as Microsoft and Google, along with numerous smaller communications firms, have begun making inroads on Zoom's formerly commanding lead. Additionally, as workplaces are mostly adopting a hybrid or flexible working strategy, some of its importance as a workplace tool is wearing off and it is recording a gradual decline in daily usage rates.
To counter these trends, Zoom is expanding its business offerings through product development and strategic aquisitions, such as that of Solvvy (an AI and automation service) in 2022. It remains to be seen if this will be enough to turn things around for Zoom: along with many other large tech companies it has recently engaged in large-scale layoffs to realign itself with a difficult economic situation. Still, it is a profitable company and a household name, and its track record of innovation means it is still very much one to watch in the communications space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
7% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2017
$100m
SERIES D
Feb 2015
$30m
SERIES C
Total funding: $148.5m
Company benefits
- Work from home opportunities
- Retirement benefits
- My-Time-Off (MTO), an extended vacation policy
- Employee Stock Purchase Plan (ESPP) and Restricted Stock Unit (RSU) Equity Program plus Yearly stock grant for all employees
- Wellness and fitness reimbursement, wellness resources, Thrive Global wellness app, TaskHuman wellness coaching app
- Employee Assistance Program (EAP) including emotional support, financial resources and legal guidance
- Paid Parental Leave (both parents) 16 weeks paid leave (or statutory if more generous)
- Employer Matching of Charitable contributions up to $500 USD equivalent/year
- Annual Zoom Store Allowance
- Business Travel Accident Insurance
Company values
- Community: We're committed to making a positive impact on our community with our environmental, social and governance (ESG) efforts. Our dedicated social impact arm, Zoom Cares, focuses on making a difference in three key areas: education, social equity, and climate change.
- Customers: Our customers are at the center of everything we do here at Zoom. We work hard to build innovative products that help people communicate, collaborate, and connect.
- Company: Zoomies show care for our company by conducting business ethically and serving our customers and colleagues with integrity. We value transparency and welcome our employees to speak up, ask questions, and provide feedback so we can keep growing as an organization.
- Teammates: Zoomies work collaboratively across teams and locations to deliver happiness to our customers. We recognize our fellow teammates’ actions and achievements through employee-nominated Zoomie of the Quarter awards and an employee recognition program. We also have fun together! Our volunteer, employee-led Happy Crew organizes meet-ups and global holiday celebrations throughout the year.
- Selves: We give employees the flexibility to care for themselves and their families with a comprehensive benefits program that includes generous parental leave, health and wellness benefits, retirement benefits, and My-Time-Off (MTO), an extended vacation policy.
Company HQ
Downtown San Jose, San Jose, CA
Articles
Leadership
Eric Yuan
(CEO)Previously VP Engineering at Cisco and WebEx.
People progressing
Joined as a Sales Development Representative. Promoted to SMB Account Executive after 6 months, and then to Commercial Account Executive after 2 further years. Is now an executive in Sale, Digital Natives & Start-Ups.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Diversity, Equity & Inclusion at Zoom
- Workforce is about who and how we hire. We actively engage with external sourcing partners to invite the best and brightest talent from the broadest backgrounds to consider working at Zoom. We continuously take stock of how we evaluate candidates to ensure that they are getting a fair and equal opportunity to share their capabilities
- Our DEI Marketplace efforts are all about how we include and consider our customers, with the ultimate goal of creating better products and experiences with them in mind
- An example of our Marketplace efforts include leveraging our ERGs and strategic partners to provide feedback on product designs and features
- Workplace is how Zoomies experience Zoom once they are here. Do they feel a sense of belonging to the organization? Do they have an opportunity to build networks and connections outside of their day-to-day roles?
- Examples of our Workplace efforts include our Employee Resource Groups, employee-driven, volunteer groups that foster DEI in the workplace and encourage employee engagement and support
- Our DEI Community efforts are focused on how we do our part to make the world more equitable for all. In partnership with our internal teams and external strategic partners, we forge partnerships that advance our DEI mission and Zoom’s core value of Care
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