Senior Product Manager, Zoom
Contact Center, Agent Experiences and Workflows
$124-271.2k
OTE
+ bonus and equity
Work platform for human connection
Be an early applicant
Work platform for human connection
1001+ employees
Be an early applicant
$124-271.2k
OTE
+ bonus and equity
1001+ employees
Company mission
To help people connect, collaborate, and get more work done, together.
Role
Who you are
- Have a Bachelor’s degree in Computer Science, Engineering, Business, or a related field
- 10+ years of product management experience in B2B SaaS, preferably in contact center, CX and case management domains
- Have experience defining and delivering complex user experiences and workflow products
- Have an understanding of contact center operations, agent lifecycle, and customer problem resolution processes
- Apply data and customer insights to drive prioritization and decision-making
- Lead cross-functional teams across engineering, design, and leadership
What the job involves
- Zoom is seeking a Senior Product Manager to lead the vision, strategy, and roadmap for Contact Center Agent Experiences and Workflows. This role focuses on building intuitive, intelligent, and integrated workflows that help agents resolve customer issues efficiently and effectively
- You will partner with engineering, design, data science, and CX teams to deliver a scalable, high-impact agent experience. Your work will shape how millions of customer interactions are handled each day. Providing agents with the tools, context, and insights needed to deliver exceptional service
- Defining and executing the vision, strategy, and roadmap for agent experiences and workflows within Zoom Contact Center
- Leading end-to-end product development, from discovery to launch, ensuring features meet customer and business goals
- Partnering with engineering, design, and data science to deliver intuitive, performant, and scalable agent tools
- Collaborating with analytics and AI teams to integrate insights, recommendations, and automation into agent workflows
- Conducting user research and gathering feedback from agents, supervisors, and customers to identify pain points and opportunities
- Developing and maintaining a roadmap that aligns with company objectives and customer success metrics
- Partnering with cross-functional teams to ensure seamless integration of agent workflows across channels and systems
- Driving continuous improvement in agent productivity, customer satisfaction, and operational efficiency
Application process
- End Date: February 7, 2026
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 acquisitions. Alongside many other large tech companies, it has battled through a difficult economic situation, but it nonetheless remains a profitable company and household name. Plus, 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
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 HQ
Downtown San Jose, San Jose, CA
Leadership
Eric Yuan
(CEO & Founder)Previously VP Engineering at Cisco and WebEx.
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