Lead Product Manager, Automation & Retention

About This Role

Zoom Video Communications is hiring a Lead Product Manager, Automation & Retention to drive eCommerce solutions for zoom.us, including but not limited to managing a team responsible for the post-purchase experience from customer retention, increase upsell, maintaining renewal compliance, systems integrations, billing architecture and technical debt.
About the Team
The eCommerce team is responsible for supporting and optimizing online checkout, supporting new product introductions, and increasing online revenue overall. You will report directly to the eCommerce Sr. Manager within the Online business organization for Zoom. The team is a blend of program and product management supported by legal, FP&A, data science, UX/UI, and engineering counterparts. We work in a Scrum Methodology to deliver web features and improvements in monthly releases.
About the Role
As a Lead Product Manager, Automation & Retention (PM) you'll help achieve the key strategic initiatives that mainly focus on the post-purchase experience; including upselling, upgrading, retention, and the back-end systems that support these areas.

• Manage the projects run by a group of direct reports to ensure they are on track for high-quality delivery with minimal defects (this includes delegating ownership on projects and managing timelines, guiding on best practices, and implementing scalable processes)
• Leverage your data-driven mindset to understand the ROI of programs as it relates to company goals and prioritize accordingly
• Collaborate with FP&A to create projections, guide the team on best practices, follow up with actuals of the programs and leverage those actuals for future iterations
• Oversee programs that focus on post-purchase for all Online customers including retention, upsell cross-sell, and personalization as well as increasing automation and self-service for Small Businesses
• Work in a cross-functional team, with the eCommerce Sr. Manager and the broader online, product marketing, legal, engineering, procurement, revenue, and leadership teams to create a scalable billing system that supports billing expansion and integrations. This will allow you to understand how platforms need to evolve to support new product offerings, promotions, and system integration capabilities
• Contribute, with the leadership team, to developing an aligned strategy. This is a visible role, with a unique cross-functional scope.

• Strategize future roadmaps and priorities to align with company strategies which include drive gross revenue and mitigate churn and decrease costs
• Develop best practices for requirement gathering, communicating changes, answering questions, and assessing change impact through the program management process
• Establish and maintain an onboarding process to guarantee new-hire success for the growing team
• Aligning with leadership on company initiatives and coordinating assignments with the team as well as resourcing planning, where needed
• Anticipate the impact of change and create an environment where change can be initiated with minimal negative impact.
• Help people to understand how proposed changes will affect them and the organization.
• Ensure a competitive industry experience in all global markets
• Drive the completion of simultaneous complex projects that involve many systems (ie. Stripe, Cybersource, Zuora, Salesforce, Adyen)

About You

• You have experience managing teams and guiding teams on career development as you will manage a team of program and product managers following Zoom's career development process.
• You have a background where you owned and championed technical functionality such as API integrations, assessing billing and subscription vendors, defined requirements, and worked in Scrum Methodology so that you can delegate, train, and develop the current team on best practices.
• You have expertise in process efficiency with development including expertise in program and product management, business requirements, prioritization and project phasing, and goal setting and achievement
• You have 10+ years eCommerce experience, and 5+ years' management experience
• You are an expert at leading teams who champion the customer experience in an eCommerce realm
• You have become adept at process efficiency in project and program management, building best practices for working as a liaison between business stakeholders and engineering
• You bring extensive experience with defining user experience, usability testing, A/B testing, and documenting the logic based on that experience
• You have a data-driven mindset within the team
• You have experience creating customer-centric flows that meet KPIs and refining to meet goals
• You have lived in a high-tech, SaaS, and Agile Scrum methodology, along with eCommerce best practices and staying up-to-date on new trends

Salary Range or On Target Earnings:
Minimum:
$112,300.00
Maximum:
$254,600.00
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.
Information about Zoom's benefits is on our careers page here .
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.
Work Styles at Zoom
In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles .
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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.
Explore Zoom:

• Hear from our leadership team
• Browse Awards and Employee Reviews on Comparably
• Visit our Blog
• Zoom with us!
• Find us on social at the links below and on Instagram
• View more jobs, sign up for job alerts and join our talent community. Visit the Zoom careers site .

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 any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at [email protected] .
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