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Role Description

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.

• Partner with engineering, design, data science, and CX teams to deliver a scalable, high-impact agent experience.
• Shape how millions of customer interactions are handled each day.
• Provide agents with the tools, context, and insights needed to deliver exceptional service.

Responsibilities

• 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.

Qualifications

• 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.
• Experience defining and delivering complex user experiences and workflow products.
• Understanding of contact center operations, agent lifecycle, and customer problem resolution processes.
• Ability to apply data and customer insights to drive prioritization and decision-making.
• Experience leading cross-functional teams across engineering, design, and leadership.

Salary Range or On Target Earnings

• Minimum: $124,000.00
• Maximum: $271,200.00

Benefits

• Variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health.
• Support work-life balance and contribute to their community in meaningful ways.

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.