Senior Business Operations Manager

Zoom - Providence, RI

Full-time - Mid Level

Remote - Providence, RI

Administrative and Support Services

About the position

The Senior Business Operations Manager at Zoom is responsible for supporting the Renewals Sales and Global solution sales engineering and professional services delivery functions. This role is critical in driving operational excellence, improving efficiency, and providing strategic insights to enhance customer retention and revenue growth. The successful candidate will collaborate with sales leadership, finance, and cross-functional teams to ensure effective execution of the renewal strategy and service delivery.

Responsibilities

• Standardizing and documenting operational processes for renewals, service delivery, project management, and revenue recognition.
• Leading cross-functional initiatives to improve processes, drive technology adoption, and enhance operational efficiency.
• Developing strategies to improve customer experience, increasing retention, and expanding service opportunities.
• Identifying process gaps and implementing solutions to streamline workflows and eliminate bottlenecks.
• Generating and analyzing reports on key metrics such as renewal rates, utilization, and project margins, providing actionable insights.
• Ensuring data integrity across reporting systems, including CRM and PSA tools.
• Providing operational support for sales quota management, territory planning, resource allocation, and contract management.
• Driving the development of tools, templates, and processes for regional and global forecasting.

Requirements

• Bachelor's in Business Administration, Finance, or related field.
• Experience (5+) in business operations, sales operations, or professional services operations.
• Experience in CRM systems (e.g., Salesforce), PSA tools (e.g., FinancialForce, Mavenlink), Excel, and data visualization tools (e.g., Tableau, Power BI).
• Analytical and problem-solving skills with the ability to interpret data and provide actionable insights.
• Experience in leading cross-functional projects, driving process improvements, and managing change.
• Time management skills and ability to manage multiple priorities in a dynamic environment.

Benefits

• Comprehensive benefits program to support physical, mental, emotional, and financial health.
• Support for work-life balance and community contributions.