Professional Services Operations Analyst at Zoom in Remote

Summary: Zoom is a company that helps people stay connected through its collaboration platform. They are seeking a Professional Services Operations Analyst to drive operational excellence by optimizing tools and processes, coordinating cross-functional initiatives, and delivering measurable improvements in efficiency and quality. Responsibilities: - Driving documentation and enablement strategy: Create, maintain, and update process documentation, SOPs, training materials, and sales enablement content across platforms (Seismic, internal hubs) - Administering Tool & System Management: Optimize internal platforms (Salesforce, Smartsheet, Zoom Docs, InspirePlanner, AppSheet, Ironclad); identify automation opportunities and deliver tool training - Cross-Functional Project Coordination: Lead operational initiatives including process improvements, partner programs, and system enhancements with stakeholder alignment - Supporting New Product & Release Support: Documentation and enablement for product launches, service introductions, and communicate process/tool updates via release notes - Developing Change Management & Training Delivery: Develop training content (guides, videos, tutorials) and support rollout of new processes and methodologies - Tracking Analytics & Continuous Improvement: tracks operational metrics, analyze delivery efficiency and tool adoption data, and recommend process improvements - Maintaining Sales & Delivery Process Support: Maintain current resources for sales teams and document delivery standards, project phases, and best practices Required Qualifications: - Demonstrate dynamic writing skills with ability to create clear process documentation and training materials - Manage multiple initiatives simultaneously while maintaining quality and meeting deadlines - Learn and administer business tools and platforms with technical confidence - Communicate effectively with cross-functional teams and present to diverse audiences - Work independently with minimal supervision while proactively identifying operational needs - Hold a Bachelor's in Business, Operations, Communications, or related field, or equivalent practical experience - Have experience in SaaS or Professional Services environments Required Skills: Process documentation, SaaS experience, Tool optimization Important Skills: Training development, Cross-functional coordination Nice-to-Have Skills: Dynamic writing, Effective communication, Independent work Benefits: A variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health, Support work-life balance, Contribute to their community in meaningful ways