Senior Product Manager, Contact Center jobs in United States
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Zoom · 22 hours ago

Senior Product Manager, Contact Center

positionUnited States
timeFull-time
remoteRemote
senioritySenior Level, Lead/Staff
money$124K/yr - $271K/yr
date10+ years exp

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.

CollaborationInformation TechnologyMessagingSaaSVideo Conferencing
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H1B Sponsor Likelynote

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

Qualification

Product managementB2B SaaS experienceUser experience designContact center operationsData analysisCustomer insightsCross-functional leadership

Required

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

Benefits

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

Company

Zoom

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Zoom is a software company that offers a communications platform that connects people through video, voice, chat, and content sharing.
dateFounded in 2011
location
San Jose, California, USA
people-size5001-10000 employees
web-link
https://www.zoom.com

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 Company
Total Funding
$276M
Key Investors
ARK Investment ManagementSequoia CapitalEmergence Capital
2021-11-04Post Ipo Equity· $130M
2019-04-19Post Ipo Equity
2019-04-18IPO

Leadership Team

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Eric Yuan
Founder & CEO
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Xuedong Huang
Chief Technology Officer
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Recent News

Crunchbase News
Capital One To Buy Fintech Startup Brex At Less Than Half Its Peak Valuation In $5.15B Deal
2026-01-23
The Hacker News
Zoom and GitLab Release Security Updates Fixing RCE, DoS, and 2FA Bypass Flaws
2026-01-22
Investing.com
Maintel Holdings reports 2025 results in line with consensus
2026-01-22
Company data provided by crunchbase