Sr. Product Manager - Conversational AI Evaluation, Metrics & Quality

What you can expect 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. About the Team The Zoom Virtual Agent team is dedicated to building state-of-the-art conversational AI solutions that resolve customer issues quickly and efficiently. Play a critical role in developing metrics, intelligence, and evaluation systems that drive continuous improvement using advanced LLMs and data science.

Responsibilities

• 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.

What we’re looking for

• Have B.S. or M.S. in Computer Science, Engineering, Statistics, or a related technical field.
• Have 5+ years of Product Management experience, with at least 3 years focused on data, analytics, machine learning, or intelligence platforms.
• Possess proven experience working on conversational AI products, Virtual Agents, chatbots, or other enterprise contact center technologies.
• Hold deep familiarity with core contact center metrics (e.g., AHT, FCR, CSAT, Containment, Deflection).
• 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.

Salary Range or On Target Earnings: Minimum: $146 700,00 Maximum: $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. 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! Anticipated Position Close Date: 01/17/26 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. #LI-Remote Apply tot his job Apply To this Job