Manager, Channel Incentive Programs Operations

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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.
The Channel Operations team supports channel and alliance partners. We have oversight into and are accountable for the operational readiness of lead to order capabilities, partner referral and financial incentive programs, as well as the user experience, systems, tools, and processes necessary for our partners and internal teams. We also provide data insights to our internal business stakeholders driving and supporting strategic decisions. The Manager, Channel Incentive Programs Operations scope will be across various operational components of the Channel Referral and Sales Incentives programs. The Manager, Channel Incentive Programs Operations will manage an offshore team responsible for partner commission and incentive calculations and payments, providing global support. This role will also blend program operational process strategy, design and optimization, including documentation, operational training of internal teams, ensuring operational readiness and change management activities with incentive program transactional execution to scale.
Responsibilities:

• Channel Operations team primary point of contact for Zoom's Channel Incentive programs
• Oversee all aspects of partner commissions calculations and payment processes.
• Effectively manage, train, mentor, and motivate direct reports to build a world-class team
• Subject matter expert for all aspects of operations for the referral and incentive programs, including deal registration programs
• Accountable for high quality, compliant end-to-end program optimization to drive efficiencies and scale, improve turn-times and increase operational capacity
• Define, map, and document key operational processes related to the role. Maintain proper documentation of operational steps to paying commission and incentive payments to partners
• Identify requirements for program change from program stakeholders, assess feasibility to deliver, proactively identify and manage risks and issues
• Prepare monthly and quarterly accruals and payment reports
• Point of escalation for referral and incentive programs. Review and retain proper exception approvals for leadership and finance
• Conduct performance analysis, root cause analysis, and resolve issues related to the referral and incentive programs
• Manage Internal and External audit requests as needed.
• Support end of monthly/quarterly closings activities.
• Respond to Referral program related ServiceNow tickets from internal teams
• Establish, track, and evaluate key performance indicators (KPIs), SLA's, and metrics
• Create and deliver operations QBR for Referral and Incentive programs
• Conduct regularly scheduled meetings with key managers of the business for the purpose of reviewing progress as well as identifying optimization opportunities

Requirements:

• 5 - 7 years' experience; referral, reward, rebate operations experience preferred

• Experience with deal registration programs and developing deal registration processes
• Demonstrated success managing remote teams
• Strong leadership and communication skills, organized and able to multitask
• Ideal candidate has prior experience in a software or SaaS company, with high growth
• Prior Channel experience preferred
• Experience with Salesforce.com, Zuora, Zendesk, ServiceNow, and Google Suite a plus
• Requires excellent interpersonal, verbal and written communication skills
• Strong analytical skills and a natural predisposition toward data-driven decision making
• Thrives in a fast-paced, exciting work environment
• Process oriented with sound judgment; attention to detail, accuracy, and follow through
• Proven leadership skills, business acumen, and performance driven
• Exceptional determination, tenacity, self-motivation and interpersonal skills
• Excellent presentation skills with solid communication capabilities and practices, both oral and written
• Works well in team environment, with sound negotiation and problem-solving skills
• Bachelor's degree in business administration, management, finance or other relevant field required

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] .
Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated. Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.
At Zoom, we care about our employees, their families, and their well-being. 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. To view our benefits, click here .
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