Zoom · 15 hours ago
Sr. Product Manager - Conversational AI Evaluation, Metrics & Quality
United States
Full-time
Remote
Senior Level
$147K/yr - $339K/yr
5+ years expZoom is seeking a Senior Product Manager to lead the strategy and execution for optimizing Zoom Virtual Agent performance. This role involves collaborating with cross-functional teams to develop metrics and evaluation systems that enhance customer experience and contact center quality.
CollaborationInformation TechnologyMessagingSaaSVideo Conferencing
Responsibilities
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
Qualification
Required
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
Benefits
A 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.
Company
Zoom
Zoom is a software company that offers a communications platform that connects people through video, voice, chat, and content sharing.
5001-10000 employees
H1B Sponsorship
Zoom has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (178)
2023 (144)
2022 (259)
2021 (86)
2020 (34)
Funding
Current Stage
Public CompanyTotal Funding
$276MKey Investors
ARK Investment ManagementSequoia CapitalEmergence Capital
2021-11-04Post Ipo Equity· $130M
2019-04-19Post Ipo Equity
2019-04-18IPO
Leadership Team
Eric Yuan
Founder & CEO
Xuedong Huang
Chief Technology Officer
Recent News
2026-01-07
2025-12-20
Company data provided by crunchbase