• We are looking for a Senior Product Manager, Conversational AI Evaluation, Metrics & Quality to lead the strategy, roadmap, and execution for optimizing Zoom Virtual Agent performance
• This cross-functional role partners with Product, Data Science, Engineering, and Conversational Design to translate data into features that elevate contact center quality and customer experience
• Play a critical role in developing metrics, intelligence, and evaluation systems that drive continuous improvement using advanced LLMs and data science
• Defining and delivering the complete analytics experience for zoom virtual agent which includes core operational metrics , end-end journey analytics and AI driven metrics
• Leading the development of a conversational AI evaluation engine to programmatically assess quality, accuracy, tone, and overall effectiveness of Virtual Agent interactions at scale
• Partnering with engineering and AI/ML teams to define schema for engagement analytics, APIs and AI-generated metadata
• Analyzing large-scale agent performance data, conversational logs, and customer feedback to identify high-impact product improvements in close collaboration with engineering and AI/ML teams
• Defining a 12-18 month roadmap for data infrastructure, reporting, analytics, and evaluation systems enabling teams and customers to optimize Virtual Agent deployments
• Partnering with Product Marketing, Sales, and Customer Success to communicate the value and ROI of performance reporting and optimization capabilities to contact center customers

Persisting benchmark Virtual Agent performance against industry standards and competitors using data and LLM-based evaluations to identify feature gaps and growth opportunities

• Have B.S. or M.S. in Computer Science, Engineering, Statistics, or a related technical field
• Possess proven experience working on conversational AI products, Virtual Agents, chatbots, or other enterprise contact center technologies
• Have solid understanding of statistical analysis, data visualization, and the ability to define metrics that meaningfully drive product decisions

Be a solid technical acumen, capable of articulating requirements for data pipelines, reporting APIs, and machine learning/LLM models

• Have 5+ years of Product Management experience, with at least 3 years focused on data, analytics, machine learning, or intelligence platforms

Hold deep familiarity with core contact center metrics (e.g., AHT, FCR, CSAT, Containment, Deflection)

$146 700,00 $339 300,00

• 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
• Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience

BenefitsAs 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