Senior Business Operations Analyst

What You Can Expect

As a Senior Business Operations Analyst on the GTM Business Excellence team, you will shape how Zoom's go-to-market motions operate at scale, translating complex commercial and operational challenges into durable, standing policy that drives consistency across Direct and Channel sales. Day to day, you will lead multi-workstream initiatives from concept through handoff, partner closely with Enterprise Systems to deliver scalable solutions, and use data to surface systemic root causes rather than chasing recurring workarounds. This role requires someone with deep experience leading cross-functional initiatives in a SaaS environment and the executive communication skills to influence senior stakeholders without formal authority. Candidates without a background in Sales Operations, Deal Desk, or a closely related GTM function are unlikely to succeed in this role.

About the Team

GTM Business Excellence is the operational backbone of Zoom's go-to-market organization, designing the cross-functional processes and governance structures that allow Direct Sales, Channel, Deal Desk, Finance, Legal, and Sales Compensation teams to move quickly without collision. The team owns the frameworks, decision rights, and operating standards that convert key business decisions into scalable, consistently applied policy across every route to market.

Responsibilities

• Lead complex, multi-workstream go-to-market Initiatives end-to-end across Direct and Channel sales, establishing clear governance, ownership, and timelines while synthesizing process, system, policy, and downstream impacts (bookings credit, sales compensation, partner incentives, billing) into actionable recommendations for senior leadership.
• Drive operational and commercial feasibility assessments for new business initiatives, anticipating cross-program dependencies and risks and proactively coordinating adjustments with cross-functional partners.
• Serve as the primary liaison between GTM Business Excellence and Enterprise Systems, owning business requirements quality and full accountability through UAT, delivery, and handoff to run-the-business teams.
• Design and continuously improve the governance framework that converts key business decisions into standing policy, including decision rights (RACI), review cadences, documentation standards, and change management.
• Lead the COE operating rhythm for Opportunity Lifecycle Management and Quoting, building dashboards and metrics that measure process health, adoption, data quality, and cycle time to inform executive decision-making.
• Use ticket, exception, and performance data to identify systemic root causes and drive their elimination, partnering with Sales, Channel, and Deal Desk leadership to align COE priorities with GTM strategy.
• Mentor team members on structured problem-solving and process design, and lead the integration of AI and automation into team workflows, establishing standards and measuring impact.

What We're Looking For

• 8+ years in Sales Operations, Business Operations, Deal Desk, or related strategic planning roles in a SaaS or high-growth environment, with a demonstrated track record of leading complex, cross-functional initiatives from concept through launch and handoff.
• Proven experience working with Enterprise Systems (Salesforce, CPQ, ERP) and translating business needs into scalable system requirements, with ownership of requirements quality through UAT and solution delivery.
• Experience designing governance frameworks, decision rights (RACI), or Center of Excellence operating models, including standards for process and policy documentation, version control, and change management.
• Deep understanding of commercial policies, business rules, and process optimization methodologies, with the ability to use data to identify systemic root causes and drive durable fixes.
• Strong executive communication and influencing skills, with proven ability to present clear, structured recommendations to senior leaders across Sales, Finance, Legal, and Enterprise Systems.
• Bachelor's degree in Business, Operations, Information Systems, or a related field.
• Familiarity with partner ecosystems, channel sales models, lead-to-cash operations, and partner incentive programs; working knowledge of Tableau or SQL; Lean, Six Sigma, or PMP certification is a plus.

Salary Range or On Target Earnings:

Minimum:

Maximum:

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!

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.

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