Verified Job
Work from home
PSO Manager, Customer Experience Delivery
Work from home
#669706
Remote / WFH
Job Description
About the role
The PSO Manager leads a global team of technical and consulting professionals delivering Zoom’s Customer Experience solutions—including Contact Center, WFM, QM, AI Expert Assist, and Virtual Agent. This role is responsible for ensuring delivery excellence, scaling our implementation model, and supporting strategic customer engagements as we expand into increasingly complex, enterprise environments.
Responsibilities
Leading, coaching, and developing a global team of Professional Services technical and consulting resources.
Overseeing end-to-end delivery quality across CX deployments, from SMB to enterprise.
Supporting pre-sales activities including scoping, RFP responses, and solution recommendations.
Handling customer escalations and provide executive-level communication and guidance.
Improving delivery methodologies, templates, and implementation frameworks.
Partnering with Product and Engineering for new feature readiness and feedback loops.
Contributing to resource planning, forecasting, and operational scaling as we grow upmarket.
What we're looking for
7+ years in Professional Services, consulting, or solution delivery roles.
3+ years leading customer-facing technical or consulting teams.
Strong understanding of contact center, WFM, QM, and related CX technologies and market.
Have experience managing complex, global enterprise deployments.
Excellent communication skills, including executive-level engagement.
Ability to manage escalations, guide solution decisions, and support pre-sales scoping.
Technical aptitude; ability to lead experts without needing deep SME-level knowledge.
Have experience with AI, Virtual Agents, or automation-driven customer service technologies preferred
Background supporting scoping, SOW creation, and Professional Services methodologies.
Have experience with integrations, cloud APIs, or modern CX tool sets.
Salary Range or On Target Earnings:
Minimum:
$126,500.00
Maximum:
$276,700.00
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!
Anticipated Position Close Date:
02/02/26
The PSO Manager leads a global team of technical and consulting professionals delivering Zoom’s Customer Experience solutions—including Contact Center, WFM, QM, AI Expert Assist, and Virtual Agent. This role is responsible for ensuring delivery excellence, scaling our implementation model, and supporting strategic customer engagements as we expand into increasingly complex, enterprise environments.
Responsibilities
Leading, coaching, and developing a global team of Professional Services technical and consulting resources.
Overseeing end-to-end delivery quality across CX deployments, from SMB to enterprise.
Supporting pre-sales activities including scoping, RFP responses, and solution recommendations.
Handling customer escalations and provide executive-level communication and guidance.
Improving delivery methodologies, templates, and implementation frameworks.
Partnering with Product and Engineering for new feature readiness and feedback loops.
Contributing to resource planning, forecasting, and operational scaling as we grow upmarket.
What we're looking for
7+ years in Professional Services, consulting, or solution delivery roles.
3+ years leading customer-facing technical or consulting teams.
Strong understanding of contact center, WFM, QM, and related CX technologies and market.
Have experience managing complex, global enterprise deployments.
Excellent communication skills, including executive-level engagement.
Ability to manage escalations, guide solution decisions, and support pre-sales scoping.
Technical aptitude; ability to lead experts without needing deep SME-level knowledge.
Have experience with AI, Virtual Agents, or automation-driven customer service technologies preferred
Background supporting scoping, SOW creation, and Professional Services methodologies.
Have experience with integrations, cloud APIs, or modern CX tool sets.
Salary Range or On Target Earnings:
Minimum:
$126,500.00
Maximum:
$276,700.00
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!
Anticipated Position Close Date:
02/02/26
