Senior Business Operations Manager

Zoom - Providence, RI

Full-time - Senior

Remote - Providence, RI

Administrative and Support Services

About the position

As a Senior Business Operations Manager at Zoom, you will play a pivotal role in managing large-scale, cross-functional initiatives that span systems, processes, and data at an enterprise level. Your extensive expertise will be crucial in aligning major transformation initiatives with key business decisions, ensuring optimization and consistency across the organization. You will guide operational rhythms, business processes, and design methodologies, leading your team to maximize resources and meet critical timelines. Your position will require you to coordinate cross-team initiatives and develop an effective communication strategy within Zoom, acting as a trusted advisor to the Head of Business Transformation. In this role, you will be responsible for delivering outcomes on time, within budget, and in line with Zoom's high standards. You will leverage your senior expertise in program management to establish and lead an Assurance Pillar within the Transformation Center of Excellence (COE), focusing on customer data management, taxonomy, customer experience, automation, risk and control management, procedures development, and user acceptance testing. You will drive high-stakes initiatives that adapt to market demands, enhance team productivity, and deliver seamless customer experiences, ensuring alignment with the organization's overarching goals. Your comprehensive understanding of Zoom's services and business strategy will enable you to identify gaps, drive changes, and influence project decisions effectively. You will lead and oversee high-impact cross-team projects, coordinating efforts, managing resources, and ensuring successful execution. Additionally, you will conduct thorough post-project reviews and oversee documentation to capture insights, applying them to future projects to foster continuous improvement and excellence.

Responsibilities

• Leverage senior expertise in program management to establish and lead an Assurance Pillar within the Transformation COE, focusing on customer data management, taxonomy, customer experience, automation, risk and control management, procedures development, and user acceptance testing.
• Drive high-stakes initiatives to adapt to market demands, enhance team productivity, and deliver seamless customer experiences, ensuring alignment with the organization's goals.
• Utilize comprehensive understanding of Zoom's services and business strategy to identify gaps, drive changes, and influence project decisions.
• Lead and oversee high-impact cross-team projects, coordinating efforts, managing resources, and ensuring successful execution.
• Conduct thorough post-project reviews and oversee documentation to capture insights and apply them to future projects, fostering continuous improvement and excellence.

Requirements

• Demonstrate expertise in business processes, project management principles, and tools, including business case development, return on investment analysis, planning, and issues management.
• 15+ years of proven leadership in managing teams, operations, technology, and strategy, with a particular emphasis on experience in Technology and SaaS.
• Identify project risks (e.g., Data Management, Systems Risk) and ensure stakeholder engagement.
• Articulate communicator with executive presence and good presentation skills.
• Experience in change management, evaluating complex processes, and applying critical thinking to improve workflow; Lean Certification advantageous.
• Experience using PowerPoint, Microsoft Word, Microsoft Excel, and Google products.
• Able to travel domestically and internationally.
• Display high performance in self and team, quickly resolves conflicts, and fosters a collaborative environment.

Nice-to-haves

• Lean Certification is advantageous.

Benefits

• Comprehensive health benefits including medical, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Flexible work arrangements including hybrid and remote options.
• Generous paid time off and holidays.
• Employee wellness programs and mental health support.
• Professional development opportunities and tuition reimbursement.
• Employee stock purchase plan.