Zoom Video Communications
Sr. Product Manager - Conversational AI Evaluation, Metrics & Quality
Zoom Video Communications, Myrtle Point, Oregon, United States, 97458
Employer Industry: Technology - Conversational AI Solutions
Why consider this job opportunity:
Salary up to $339,300
Opportunity for career advancement and growth within a leading technology company
Flexible hybrid work environment, offering remote work options
Comprehensive benefits program supporting physical, mental, emotional, and financial health
Work in a collaborative culture focused on innovation and problem-solving
Be part of a team that is dedicated to enhancing customer communication and experience
What to Expect (Job Responsibilities):
Define and deliver the complete analytics experience for the Zoom Virtual Agent, including core operational metrics and AI-driven metrics
Lead the development of a conversational AI evaluation engine to assess quality, accuracy, and effectiveness of Virtual Agent interactions
Partner with engineering and AI/ML teams to define schema for engagement analytics and AI-generated metadata
Analyze large-scale agent performance data and customer feedback to identify product improvements
Define a 12–18 month roadmap for data infrastructure, reporting, analytics, and evaluation systems
What is Required (Qualifications):
B.S. or M.S. in Computer Science, Engineering, Statistics, or a related technical field
5+ years of Product Management experience, with at least 3 years focused on data, analytics, machine learning, or intelligence platforms
Proven experience working on conversational AI products, Virtual Agents, chatbots, or enterprise contact center technologies
Deep familiarity with core contact center metrics (e.g., AHT, FCR, CSAT)
Solid understanding of statistical analysis and data visualization
How to Stand Out (Preferred Qualifications):
Experience in defining metrics that drive product decisions
Strong technical acumen with the ability to articulate requirements for data pipelines and machine learning models
Familiarity with industry standards and benchmarks for Virtual Agent performance
Background in customer experience optimization and reporting capabilities
#Technology #ConversationalAI #ProductManagement #RemoteWork #CareerGrowth
#J-18808-Ljbffr
Why consider this job opportunity:
Salary up to $339,300
Opportunity for career advancement and growth within a leading technology company
Flexible hybrid work environment, offering remote work options
Comprehensive benefits program supporting physical, mental, emotional, and financial health
Work in a collaborative culture focused on innovation and problem-solving
Be part of a team that is dedicated to enhancing customer communication and experience
What to Expect (Job Responsibilities):
Define and deliver the complete analytics experience for the Zoom Virtual Agent, including core operational metrics and AI-driven metrics
Lead the development of a conversational AI evaluation engine to assess quality, accuracy, and effectiveness of Virtual Agent interactions
Partner with engineering and AI/ML teams to define schema for engagement analytics and AI-generated metadata
Analyze large-scale agent performance data and customer feedback to identify product improvements
Define a 12–18 month roadmap for data infrastructure, reporting, analytics, and evaluation systems
What is Required (Qualifications):
B.S. or M.S. in Computer Science, Engineering, Statistics, or a related technical field
5+ years of Product Management experience, with at least 3 years focused on data, analytics, machine learning, or intelligence platforms
Proven experience working on conversational AI products, Virtual Agents, chatbots, or enterprise contact center technologies
Deep familiarity with core contact center metrics (e.g., AHT, FCR, CSAT)
Solid understanding of statistical analysis and data visualization
How to Stand Out (Preferred Qualifications):
Experience in defining metrics that drive product decisions
Strong technical acumen with the ability to articulate requirements for data pipelines and machine learning models
Familiarity with industry standards and benchmarks for Virtual Agent performance
Background in customer experience optimization and reporting capabilities
#Technology #ConversationalAI #ProductManagement #RemoteWork #CareerGrowth
#J-18808-Ljbffr