Be a trusted advisor

• Partner with Value Realization, Sales, Product, and Leadership to bring a clear, holistic point of view on CX and Zoom’s role as a value partner in an AI era.
• Help teams frame customer conversations around outcomes (efficiency, growth, experience), not features and bring a perspective on how AI will elevate service in the future

Analyze what really matters

• Break down customer strategies, revenue models, competitive pressures, and operating models to identify where CX can move the needle and then understand how AI will overlay on top to enable CX transformation.
• Understand how customers actually create value across their business, and identify where CX, service, or sales changes can unlock outsized impact.

Shape and support pre‑sales engagements

• Support pre‑sales efforts by deploying lightweight but credible value activities such as:

  • Experience and service design
  • Voice of Customer and Employee diagnostics
  • Opportunity and value framing
  • Business Case development
  • Translate AI enabled capabilities into clear adoption strategies, value metrics, and success criteria
  • Build effective AI value realization frameworks
• Translate insights into clear, executive‑ready narratives that support deal momentum.

Turn strategy into action

• Help inform Zoom's strategic vision and work along multiple teams to act as a feedback loop between customer, partner, product, marketing and beyond.
• Create and use value frameworks to help customers convert strategic goals into concrete roadmaps and investment priorities.
• Manage a repository of assets and accelerators to deploy across customers with scale.
• Build vertical level narratives on AI in CX and help scale the solution to drive impact for our customers.
• Align business and technology stakeholders inside large, matrixed enterprise customers.

Lead the room when it matters

• Facilitate executive workshops and strategic planning sessions that create clarity, alignment, and forward motion.
• Build and present points of view on the next generation of CX, including AI‑enabled service, sales, and experience orchestration.

What success looks like

• Sales teams bring you into complex opportunities early, and keep bringing you back.
• Executives leave sessions with a clearer understanding of why CX matters, what to do next, and how AI can transform their CX state
• Your work helps turn abstract CX ambition into practical, fundable initiatives.
• Ensure the tools, frameworks, and assets used by the Value Realization team are current, usable, and ready for real customer work.

Experience & background

• 6–9 years+ of experience in a leading SaaS CX organization, management consultancy, or complex operations environment.
• Proven exposure to customer service operations across service, sales, and marketing journeys.
• Deep experience in driving AI-enabled digital transformation in the CX space
• Deep experience in AI, automation, analytics, and ultimately driving that into a boardrom - ready narrative with defensible financial models
• Industry knowledge in one or more of the following sectors is preferred: Financial Services, Consumer Retail and Travel & Hospitality.

CX and technology fluency

• Working knowledge of service design, including how front and backstage intersect.
• Strong working knowledge of CX technologies such as contact center platforms, CRM, CDP, ticketing, and related data flows.
• Comfortable discussing how technology enables (or limits) operating model change.

Clear thinking and strong communication

• Excellent content creation skills especially slideware, visuals, and concise executive writing.
• Able to simplify complex ideas without dumbing them down.

Modern ways of working

• Uses AI and automation tools to scale research, analysis, and content creation.
• Thrives in a highly matrixed environment and can influence without formal authority.

Practical realities

• Willing and able to travel as needed to support customers and internal teams.

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.