Readiness Manager

What You Can Expect

You will build global technical readiness programs that prepare support teams for product launches. You will partner across Engineering, Product, and Support to translate complex information into effective enablement. You will shape how teams deliver proactive, informed customer experiences.
 

About the Team

We enable exceptional customer support through readiness, training, and knowledge programs. Our team collaborates across functions to ensure global support teams have what they need. We exist to bridge product complexity and frontline delivery.

Responsibilities

• Leading Transfer of Information processes with Engineering and Product teams to identify feature impacts, risk areas, and support requirements for new releases

• Developing comprehensive technical readiness frameworks aligned with release cycles, ensuring global support teams are prepared with training, tools, and knowledge resources

• Partnering with Support Leadership to identify skill gaps, define training priorities, and measure enablement effectiveness and ROI across regions

• Driving product supportability improvements by analyzing contact drivers and support trends, influencing design decisions to reduce ticket volume

• Coordinating tool launches with support systems teams, tracking adoption metrics, and facilitating readiness reviews to anticipate customer-impacting issues

What We're Looking For

• Demonstrate 5+ years leading cross-functional programs or projects in technical or support environments

• Bring 7+ years of hands-on experience in technical support delivery, operations, or enablement roles

• Apply strong technical understanding of SaaS, cloud infrastructure, or enterprise software environments

• Communicate complex technical concepts clearly to diverse audiences through exceptional written and verbal skills

• Influence cross-functional stakeholders and drive process improvements without direct authority

• Hold Bachelor's degree or equivalent practical experience; Master's degree preferred

• Possess technical or engineering background supporting SaaS or enterprise software solutions

• Hold PMP or program/project management certification

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. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment​

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

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.