Senior Business Operations Analyst

Zoom is a collaboration platform company that helps people communicate and work together through enterprise products. The Senior Business Operations Analyst will lead complex go-to-market initiatives, develop governance and standing policy, partner with Enterprise Systems on scalable solutions, and use data to identify systemic operational issues. The role also supports executive decision-making, process optimization, and team development across Direct and Channel sales.

Responsibilities:

• Lead complex, multi-workstream go-to-market Initiatives end-to-end across Direct and Channel sales, establishing clear governance, ownership, and timelines while synthesizing process, system, policy, and downstream impacts (bookings credit, sales compensation, partner incentives, billing) into actionable recommendations for senior leadership
• Drive operational and commercial feasibility assessments for new business initiatives, anticipating cross-program dependencies and risks and proactively coordinating adjustments with cross-functional partners
• Serve as the primary liaison between GTM Business Excellence and Enterprise Systems, owning business requirements quality and full accountability through UAT, delivery, and handoff to run-the-business teams
• Design and continuously improve the governance framework that converts key business decisions into standing policy, including decision rights (RACI), review cadences, documentation standards, and change management
• Lead the COE operating rhythm for Opportunity Lifecycle Management and Quoting, building dashboards and metrics that measure process health, adoption, data quality, and cycle time to inform executive decision-making
• Use ticket, exception, and performance data to identify systemic root causes and drive their elimination, partnering with Sales, Channel, and Deal Desk leadership to align COE priorities with GTM strategy
• Mentor team members on structured problem-solving and process design, and lead the integration of AI and automation into team workflows, establishing standards and measuring impact

Requirements:

• deep experience leading cross-functional initiatives in a SaaS environment
• the executive communication skills to influence senior stakeholders without formal authority
• Candidates without a background in Sales Operations, Deal Desk, or a closely related GTM function are unlikely to succeed in this role
• 8+ years in Sales Operations, Business Operations, Deal Desk, or related strategic planning roles in a SaaS or high-growth environment
• a demonstrated track record of leading complex, cross-functional initiatives from concept through launch and handoff
• Proven experience working with Enterprise Systems (Salesforce, CPQ, ERP) and translating business needs into scalable system requirements, with ownership of requirements quality through UAT and solution delivery
• Experience designing governance frameworks, decision rights (RACI), or Center of Excellence operating models, including standards for process and policy documentation, version control, and change management
• Deep understanding of commercial policies, business rules, and process optimization methodologies, with the ability to use data to identify systemic root causes and drive durable fixes
• Strong executive communication and influencing skills, with proven ability to present clear, structured recommendations to senior leaders across Sales, Finance, Legal, and Enterprise Systems
• Bachelor's degree in Business, Operations, Information Systems, or a related field
• Familiarity with partner ecosystems, channel sales models, lead-to-cash operations, and partner incentive programs
• working knowledge of Tableau or SQL
• Lean, Six Sigma, or PMP certification is a plus