What you can expect

As the Head of Service Delivery Excellence, you will play a critical role in transforming how we deliver services both to our customers and within the Zoom team. Partnering closely with project management, sales, and technical teams, you will be instrumental in shaping and executing our service delivery strategy to drive operational excellence and enhance the overall customer experience.

About the Team

Zoom is a leading provider of video communication and collaboration solutions, dedicated to connecting people through seamless and innovative technology. Our objective is to empower individuals and organizations to achieve more through effective communication and collaboration.

Responsibilities

• Developing and executing a strategic plan for professional service delivery aligned with business goals.

• Establishing key metrics for the service delivery team, focusing on operational efficiency, profitability, growth, and customer satisfaction.

• Identifying opportunities for improvement and implementing solutions to enhance efficiency and productivity within the team.

• Identifying key bottlenecks across teams and collaborating to address these challenges; tracking and measuring improvement.

• Using data-driven insights to create planning and financial forecasting processes supporting sustainable growth.

• Re-engineering processes to be lean, relying on systems for repetitive tasks and humans for critical thinking.

• Building and maintaining solid relationships with stakeholders across various functions, delivering compelling metrics, reporting, and insights to drive continual improvement.

• Leading change management efforts as needed to ensure successful adoption of new processes.

• Analyzing, documenting, and managing a service delivery knowledge base that captures key processes and expertise.

• Upholding project quality standards by overseeing client QA meetings, managing content and deliverable creation, and ensuring adherence to project budgets.

• Evaluating and implementing tools and applications that enhance service delivery capabilities.

• Working with business partners, stakeholders, and M&A teams to integrate industry-leading knowledge and practices.

Requirements

• Possess a background in Computer Science, Engineering, MIS, or equivalent.

• Possess extensive expertise in successfully leading and driving service delivery transformations for over a decade.

• Possess extensive experience in business process documentation and automation.

• Have 5+ years’ experience in people management.

• Be able to build positive relationships across the business, influence cross-functional teams, and effectively negotiate to achieve win-win solutions.

• Have a proven record of successfully delivering high-quality unified communications projects on time and within budget.

• Possess PMP credential and project management experience working within the unified communications space.

• Be proficient in one or more business intelligence tools: PowerBI, Tableau, QlikView, or comparable.

Salary Range or On Target Earnings:

Minimum:

$121,600.00

Maximum:

$266,000.00

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!

08/30/24

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. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Our Commitment​
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

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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