Senior Product Manager, Zoom
Conversational AI Evaluation, Metrics & Quality
$146.7-339.3k
Video-focused online communications platform
Job no longer available
Video-focused online communications platform
1001+ employees
Job no longer available
$146.7-339.3k
1001+ employees
Company mission
To make video communications frictionless and secure.
Role
Who you are
- Have B.S. or M.S. in Computer Science, Engineering, Statistics, or a related technical field
- Have 5+ years of Product Management experience, with at least 3 years focused on data, analytics, machine learning, or intelligence platforms
- Possess proven experience working on conversational AI products, Virtual Agents, chatbots, or other enterprise contact center technologies
- Hold deep familiarity with core contact center metrics (e.g., AHT, FCR, CSAT, Containment, Deflection)
- Have solid understanding of statistical analysis, data visualization, and the ability to define metrics that meaningfully drive product decisions
- Be a solid technical acumen, capable of articulating requirements for data pipelines, reporting APIs, and machine learning/LLM models
What the job involves
- We are looking for a Senior Product Manager, Conversational AI Evaluation, Metrics & Quality to lead the strategy, roadmap, and execution for optimizing Zoom Virtual Agent performance
- This cross-functional role partners with Product, Data Science, Engineering, and Conversational Design to translate data into features that elevate contact center quality and customer experience
- The Zoom Virtual Agent team is dedicated to building state-of-the-art conversational AI solutions that resolve customer issues quickly and efficiently
- Play a critical role in developing metrics, intelligence, and evaluation systems that drive continuous improvement using advanced LLMs and data science
- Defining and delivering the complete analytics experience for zoom virtual agent which includes core operational metrics , end-end journey analytics and AI driven metrics
- Leading the development of a conversational AI evaluation engine to programmatically assess quality, accuracy, tone, and overall effectiveness of Virtual Agent interactions at scale
- Partnering with engineering and AI/ML teams to define schema for engagement analytics, APIs and AI-generated metadata
- Analyzing large-scale agent performance data, conversational logs, and customer feedback to identify high-impact product improvements in close collaboration with engineering and AI/ML teams
- Defining a 12–18 month roadmap for data infrastructure, reporting, analytics, and evaluation systems enabling teams and customers to optimize Virtual Agent deployments
- Partnering with Product Marketing, Sales, and Customer Success to communicate the value and ROI of performance reporting and optimization capabilities to contact center customers
- Persisting benchmark Virtual Agent performance against industry standards and competitors using data and LLM-based evaluations to identify feature gaps and growth opportunities
Application process
- End Date: December 29, 2025
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
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)Previously VP Engineering at Cisco and WebEx.
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