Value Realization - Strategy/Enablement Leader

About the Role:

We are seeking a seasoned consulting professional candidate to join as a Lead in the CX Value Realization Team. This individual will play a pivotal role in defining our Customer Transformation Delivery frameworks, shaping our CX GTM strategy & messaging, and maximizing how our customers can extract value from their CX ecosystem. The ideal candidate is a visionary leader who combines strong problem-solving abilities with exceptional communication skills (Written and Verbal). They understand the critical balance of people, process, and technology required to address customers’ business challenges and drive impactful outcomes.

Key Responsibilities:

• Lead the design of our Customer Transformation Delivery frameworks focused on helping our customers optimize their global CX and Service Operations delivery.

• Build and articulate a compelling Zoom CX GTM messaging focused on showcasing the power of the platform.

• Work with customers to define their strategies that enhance customer satisfaction, drive employee productivity, and drive the desired business outcomes.

• Work with customers to define their CX Vision/Strategy and conduct capability mapping to enable them with the appropriate data points to drive their ambitions.

• Apply deep problem-solving skills to identify CX challenges, develop fit for purpose solutions for our customers, and outline best practices in CX and service operations.

• Carry the ability to build and drive consensus on strategic topics and provide best practices for our customers to drive measurable improvements in customer experience, employee experience, and overall business outcomes.

• Leverage emerging technologies, automation, and AI to enhance service delivery, operational efficiency, and overall customer engagement.

• Foster a culture of continuous improvement, collaboration, and innovation within the CX Value Realization Team.

Qualifications & Experience:

• 15+ years of experience in CX, Service Operations, or related fields, with a strong track record of leadership

• Proven ability to translate customer needs into actionable strategies that drive the CX ambitions.

• Strong analytical and problem-solving skills, with a deep understanding of CX metrics and operational efficiency.

• Exceptional communication skills, with the ability to craft compelling narratives and influence at the C-suite level.

• Expertise in aligning people, processes, and technology to create scalable and customer-centric solutions.

• Experience in collaborating with global teams and navigating complex, matrixed organizations.

• A results-driven mindset with a strong focus on execution and delivering measurable business impact.

• Knowledge of the latest CX trends, digital transformation, and AI-driven customer service solutions.

• Fluency in Powerpoint and excel (or equivalent tools such as google sheets/slides)

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.