Professional Services Operations Analyst

What You Can Expect

As a Professional Services Operations Analyst, you will be instrumental in driving operational excellence across Zoom's Professional Services organization. Your efforts will focus on optimizing tools, refining processes, and enhancing enablement programs. This role involves coordinating critical cross-functional initiatives and developing comprehensive documentation that empowers both sales and delivery teams, ultimately delivering measurable improvements in efficiency, quality, and overall team performance.

About The Team

The team is dedicated to enabling Professional Services to achieve exceptional client outcomes through streamlined operations and effective tooling. They foster collaboration across sales, delivery, and product functions to eliminate friction and scale best practices. The core mission is to empower consultants and account teams to be more effective every day.

Responsibilities

• Driving documentation and enablement strategy: Create, maintain, and update process documentation, Standard Operating Procedures (SOPs), training materials, and sales enablement content across platforms such as Seismic and internal hubs.
• Administering Tool & System Management: Optimize internal platforms including Salesforce, Smartsheet, Zoom Docs, InspirePlanner, AppSheet, and Ironclad. This involves identifying automation opportunities and providing essential tool training.
• Cross-Functional Project Coordination: Lead key operational initiatives, including process improvements, partner programs, and system enhancements, ensuring strong stakeholder alignment.
• Supporting New Product & Release Support: Develop documentation and enablement content for product launches and new service introductions, and communicate process/tool updates via release notes.
• Developing Change Management & Training Delivery: Create comprehensive training content (guides, videos, tutorials) and support the successful rollout of new processes and methodologies.
• Tracking Analytics & Continuous Improvement: Monitor operational metrics, analyze data on delivery efficiency and tool adoption, and recommend data-driven process improvements.
• Maintaining Sales & Delivery Process Support: Ensure current resources are available for sales teams and meticulously document delivery standards, project phases, and best practices.

What We’re Looking For

• Demonstrated dynamic writing skills with the ability to create clear process documentation and effective training materials.
• Proven capacity to manage multiple initiatives simultaneously while maintaining high quality and meeting deadlines.
• Adept at learning and administering business tools and platforms with technical confidence.
• Excellent communication skills for interacting with cross-functional teams and presenting to diverse audiences.
• Ability to work independently with minimal supervision, proactively identifying operational needs.
• A Bachelor's degree in Business, Operations, Communications, or a related field, or equivalent practical experience.
• Experience in SaaS or Professional Services environments.

Key skills/competency

• Operational Excellence
• Process Optimization
• Documentation Strategy
• Salesforce Administration
• Cross-Functional Collaboration
• Enablement Programs
• Change Management
• Data Analysis
• SaaS Environment
• Project Coordination