The Channel Operations team supports channel and alliance partners. We have oversight into and are accountable for the operational readiness of quote to order capabilities, the user experience, and systems, tools, and processes necessary for our partners and internal teams. We also provide data insights to our internal business stakeholders driving and supporting strategic decisions. In this individual contributor role the Channel Business Process Manager’s scope will be across the various operational components of the Channel organization. This role will blend process design and optimization, with operational training to internal teams, and will include ensuring operational readiness and change management activities.

Responsibilities:

• Proactively drive continuous process improvements working with key stakeholders across Channel Operations, Programs, and Sales teams

• Evaluate, design, implement, measure, monitor and control operational business processes with a focus on channel programs, route-to market partner life cycle, and partner portal capabilities in a SaaS environment

• Responsible for process assessments, and process design and redesign

• Evaluate existing processes for optimization, scalability, or transformation for both improved operational efficiency, ease of use, and effectiveness

• Identify risks, issues, and challenges in processes and systems, including using process data and metrics

• Accountable for Channel Operations process documentation

• Develop and deliver training to Channel Operations on new processes

• Provide management with project status updates, feedback, and appropriate reporting on key responsibilities and objectives

Requirements:

• 5-10 years’ experience, with software or SaaS based technology company preferred

• Proven experience in process improvement, leading projects with a record of successful implementation

• Experience in Channel program life cycle, partner portals, and lead to cash process in both design and implementation

• Channel operations expert with strategic mindset 

• Demonstrated success using DMAIC, Design Thinking principles, or similar methodologies

• Project management skills; familiar with all phases of project management

• Proven leadership skills, business acumen, and performance driven

• Exceptional determination, tenacity, self-motivation and interpersonal skills

• Excellent presentation skills with solid communication capabilities and practices, both oral and written

• Works well in team environment, with sound negotiation and problem-solving skills

• Project management or process improvement certification such as PMP or LEAN Six Sigma desired

• Experience with Salesforce.com, Zuora, Zendesk, ServiceNow, and Google Suite a plus

• Bachelor’s Degree

• #LI-Remote

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

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.

All your information will be kept confidential according to EEO guidelines.

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