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Our people make all the difference in our success.
What you can expect
Zoom is seeking an experienced
Senior Product Manager for CX Analytics (Data & Events)
to define and scale our analytics and intelligence capabilities for customer experience platforms in China. This role is central to how customer interaction data—across channels and products—is captured, modeled, and transformed into actionable insights.
You will own the product strategy and execution for CX data foundations and analytics experiences, enabling customers to understand performance, behavior, and outcomes across millions of interactions. You will work closely with engineering, data science, design, and regional stakeholders to deliver analytics products that are reliable, compliant, and deeply valuable for enterprise customers.
About the Team
The CX Product team builds the core experiences and platforms that power customer engagement across Zoom’s Contact Center and broader CX suite. The team is responsible for how customer interactions—across voice, chat, virtual agents, and digital channels—are orchestrated, measured, and continuously improved.
Within the CX Product team, the
Reporting and Insights pillar
focuses on how interaction events, metrics, and signals are captured, unified, and made available across CX products. This includes powering reporting, insights, and AI-driven decision-making.
As a Senior Product Manager, you will drive innovation in how CX data is structured, surfaced, and consumed across the platform—spanning real-time and historical experiences, event models, customer and engagement identifiers, and cross-product integrations. Your work enables product experiences such as dashboards, conversational insights and proactive recommendations used daily by supervisors, operators, and executives. The team plays a critical role in turning complex CX interactions into trusted, enterprise-grade product capabilities.
Responsibilities
- Define and execute the product vision, strategy, and roadmap for CX analytics data and event foundations, with scalability and compliance.
- Own core data models, event schemas, metrics definitions, and aggregation strategies that power CX reporting and insights
- Work closely with the core feature teams to track their iterations and new features, ensuring that data models, metrics, and events are always up to date .
- Partner closely with engineering teams to deliver high-quality analytics capabilities from concept through launch
- Gather and synthesize customer feedback, usage data, and regional market requirements to inform product decisions and prioritization
- Translate complex analytics needs into clear, actionable product requirements and specifications
- Drive adoption, accuracy, and trust in CX analytics through data quality initiatives, experimentation, and iteration
- Collaborate with go-to-market, sales, and customer success teams to support launches, enablement, and customer adoption
What we’re looking for
- Bachelor’s degree in Computer Science, Engineering, Data Science, or a related field, with experience working in agile product environments
- 7+ years of product management experience, including ownership of data platforms, analytics products, or event-driven systems in B2B SaaS
- Strong experience with analytics foundations such as event pipelines, metrics frameworks, reporting systems, and large-scale data platforms
- Solid understanding of Tele-communications or Contact center domains, including interaction lifecycles, performance metrics, and operational workflows
- Ability to use data—both quantitative and qualitative—to drive product strategy, prioritization, and decision-making
- Experience working with cross-functional teams across engineering, data science, design, and regional stakeholders
- Strong communication and stakeholder-influencing skills, with the ability to present complex concepts clearly to senior leaders
