Sr. Business Operations Analyst

Zoom is a company driven by our unique culture and focus on delivering happiness to our customers. By focusing on happy employees and happy customers, we have experienced amazing growth and success. Led by Eric S. Yuan, the #1 ranked CEO on Glassdoor, our unique culture, focus on teamwork and fun environment makes Zoom an awesome place to work. We are expanding teams across the organization and we need more amazing “Zoomies” to join the team! If you are motivated by delivering happiness, come join us at Zoom!

We’re seeking a Senior Business Operations Analyst to optimize and scale business operations across processes, data, and systems— with a deep focus on SaaS sales models and technologies. The ideal candidate brings extensive experience in subscription management, CRM, billing, and ERP platforms, and understands the full SaaS customer lifecycle, including lead-to-cash and renewals.

As a key liaison between business and technology teams, this role will lead initiatives that drive cross-functional alignment, improve systems, and deliver scalable, tech-enabled solutions to support a high-growth, recurring-revenue business.

Domain Expertise

• SaaS Business Model: Deep understanding of subscription-based pricing, cloud delivery, multitenancy, and recurring revenue structures.

• SaaS Metrics: Familiarity with key performance indicators such as MRR, ARR, TCV, and churn.

• Sales Cycle & GTM Strategy: Knowledge of SaaS sales lifecycle including lead qualification, demos/trials, onboarding, and go-to-market models (e.g., freemium, self-service, high-touch).

• Operational Processes: Expertise in lead-to-quote, quote-to-cash, renewals, and upsells within a SaaS environment.

• Customer Segmentation: Understanding of SMB, mid-market, and enterprise personas and how system processes support each.

• Retention & Growth Strategies: Experience with upselling, cross-selling, and proactive customer success initiatives.

• Systems & Tooling: Proficiency in CRM and GTM tools such as Salesforce, Clari, and related GTM systems.

• Cross-System Data Mapping: Skilled in process and data flow mapping across sales, finance, and customer success functions.

Key Responsibilities:

• Requirements & Solution Design: Gather and translate business needs into scalable, secure system solutions.

• System Implementation & Integration: Lead or support deployment and integration of business-critical applications.

• Testing & Deployment: Manage UAT efforts and ensure solution readiness for production release.

• Process & System Optimization: Identify areas for automation and efficiency gains across platforms and processes.

• Data & Insights: Analyze business data and create dashboards/reports to support strategic decisions.

• Cross-Functional Collaboration: Align business, IT, and project teams to ensure successful delivery and change adoption.

• System Support: Provide ongoing administration and enhancement support for platforms like Salesforce and ERP.

• Project Execution: Lead or contribute to complex initiatives, ensuring on-time, on-scope, and on-budget delivery.

Technical Expertise: 

• Advanced experience with Salesforce, including configuration and cross-functional workflows.

• Hands-on experience with tools such as Zuora, Clarity, Workday, or similar.

• Proficiency in SQL for data querying and reporting; experience defining KPIs and collaborating with analytics teams.

• Strong UAT planning and execution skills.

• Familiarity with Agile/Scrum methodologies and tools such as Jira and Confluence.

Preferred Qualifications:

• Prior experience in a high-growth SaaS environment.

• Strong background in Sales Operations, including sales forecasting, compensation, and sales methodology.

• Proficiency with enterprise platforms including ERP, CRM, CPQ, or subscription billing systems.

• Bachelors or Masters degree in Business, Information Systems, Computer Science, or related field.

• 7+ years of experience as a Business Operations Analyst or similar role within a SaaS or enterprise environment.

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.