Head of Product - Digital Customer Experience (Conversational AI)

** This position is not approved for sponsorship **

What you can expect

As a Head of Product, you are a visionary strategist, influencer, and industry expert. You will use this opportunity to change the world and take on the top market leaders head on. You will lead in advancing customer self-service engagements to the next level and differentiate our capabilities by leveraging cutting-edge technologies. You must be able to scale and command a world-class talented team while collaborating and influencing cross-functional teams and executives. You are passionate about user experiences, detail-oriented, and shift the status quo with innovative thinking.

About the Team

At Zoom, we are disrupting the Contact Center industry with our innovative and holistic solutions. We are seeking a highly skilled and motivated Product Management leader to join our Contact Center team to drive the next generation of conversational AI. You will play a critical role in shaping the strategic direction and execution to deliver world-class solutions for Zoom's Contact Center. You will also influence the industry, analysts, internal executives, and go-to-market teams.

Responsibilities

• Leading the strategy and execution of delivering next-generation conversational AI with generative AI, LLMs, NLU, TTS, and ASR, while developing and maintaining the roadmap. Manage internal and external stakeholder communications and expectations at the highest levels.
• Driving end-to-end product development efforts, from product discovery to post-launch. Collaborating with data science, engineering, design, and product marketing to define requirements and product success metrics, deliver features, and spearhead go-to-market strategies.
• Performing comprehensive market research, product research, feature research, and competitor analysis to inform strategic decisions.
• Collaborating with teams to extract business insights from contact center data, guiding strategic initiatives.
• Conducting in-depth research to identify emerging trends and technologies in the contact center industry. Leading user research, market analysis, and analysis to guide product development and influence industry direction.
• Partnering with engineering leadership to drive the right technology choices, ensuring performance and scalability of services within the Contact Center product suite. Serving as a thought leader and industry influencer, representing Zoom at conferences, analyst briefings, and executive meetings.
• Coaching and mentoring product teams, fostering a culture of innovation and excellence.

What we’re looking for

• Experience in product management leadership within the Conversational AI space.
• Demonstrate a proven track record as an industry veteran, showcasing experience in competing and scaling within dynamic environments
• Demonstrate a deep understanding of SaaS, Generative AI, Machine Learning, and Customer Support technology stacks while showcasing a history of driving market-leading innovations.
• Experience presenting to and influencing C-level executives, analysts, and key stakeholders.
• Demonstrate a comprehensive understanding of product and engineering processes beyond the immediate focus area.
• Track record of successfully competing and scaling products in dynamic markets.
• Experience as a Product Leader with a focus on user experience, user-centric design, and broader go-to-market strategies.
• Able to crystallize complex concepts into actionable, strategic plans.
• Balance a strategic mindset with tactical execution skills, prioritizing speed and the right initiatives.
• Embody an entrepreneurial spirit, demonstrating a passion for innovation and cultivating the ability to anticipate and shape industry trends.

Salary Range or On Target Earnings:

Minimum:

Maximum:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure;  there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

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.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers 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. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Our Commitment​
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.