Senior Business Operations Analyst

Employment Type: Full time Location Type: [Information not provided] Salary: [Information not provided]

Position Overview

Zoom is a company driven by our unique culture and focus on delivering happiness to our customers. By focusing on happy employees and happy customers, we have experienced amazing growth and success. Led by Eric S. Yuan, the #1 ranked CEO on Glassdoor, our unique culture, focus on teamwork and fun environment makes Zoom an awesome place to work. We are expanding teams across the organization and we need more amazing “Zoomies” to join the team! If you are motivated by delivering happiness, come join us at Zoom!

We’re seeking a Senior Business Operations Analyst to optimize and scale business operations across processes, data, and systems— with a deep focus on SaaS sales models and technologies. The ideal candidate brings extensive experience in subscription management, CRM, billing, and ERP platforms, and understands the full SaaS customer lifecycle, including lead-to-cash and renewals.

As a key liaison between business and technology teams, this role will lead initiatives that drive cross-functional alignment, improve systems, and deliver scalable, tech-enabled solutions to support a high-growth, recurring-revenue business.

Domain Expertise

• SaaS Business Model: Deep understanding of subscription-based pricing, cloud delivery, multitenancy, and recurring revenue structures.
• SaaS Metrics: Familiarity with key performance indicators such as MRR, ARR, TCV, and churn.
• Sales Cycle & GTM Strategy: Knowledge of SaaS sales lifecycle including lead qualification, demos/trials, onboarding, and go-to-market models (e.g., freemium, self-service, high-touch).
• Operational Processes: Expertise in lead-to-quote, quote-to-cash, renewals, and upsells within a SaaS environment.
• Customer Segmentation: Understanding of SMB, mid-market, and enterprise personas and how system processes support each.
• Retention & Growth Strategies: Experience with upselling, cross-selling, and proactive customer success initiatives.
• Systems & Tooling: Proficiency in CRM and GTM tools such as Salesforce, Clari, and related GTM systems.
• Cross-System Data Mapping: Skilled in process and data flow mapping across sales, finance, and customer success functions.

Key Responsibilities

• Requirements & Solution Design: Gather and translate business needs into scalable, secure system solutions.
• System Implementation & Integration: Lead or support deployment and integration of business-critical applications.
• Testing & Deployment: Manage UAT efforts and ensure solution readiness for production release.
• Process & System Optimization: Identify areas for automation and efficiency gains across platforms and processes.
• Data & Insights: Analyze business data and create dashboards/reports to support strategic decisions.
• Cross-Functional Collaboration: Align business, IT, and project teams to ensure successful delivery and change adoption.
• System Support: Provide ongoing administration and enhancement support for platforms like Salesforce and ERP.
• Project Execution: Lead or contribute to complex initiatives, ensuring on-time, on-scope, and on-budget delivery.

Technical Expertise

• Advanced experience with Salesforce, including configuration and cross-functional workflows.
• Hands-on experience with tools such as Zuora, Clarity, Workday, or similar.
• Proficiency in SQL for data querying and reporting; experience defining KPIs and collaborating with analytics teams.
• Strong UAT planning and execution skills.
• Familiarity with Agile/Scrum methodologies and tools such as Jira and Confluence.

Preferred Qualifications

• Prior experience in a high-growth SaaS environment.
• Strong background in Sales Operations, including sales forecasting, compensation, and sales methodology.
• Proficiency with enterprise platforms including ERP, CRM, CPQ, or subscription billing systems.
• Bachelors or Masters degree in Business, Information Systems, Computer Science, or related field.
• 7+ years of experience as a Business Operations Analyst or similar role within a SaaS company.

Company Information

Zoom is a company driven by our unique culture and focus on delivering happiness to our customers. By focusing on happy employees and happy customers, we have experienced amazing growth and success. Led by Eric S. Yuan, the #1 ranked CEO on Glassdoor, our unique culture, focus on teamwork and fun environment makes Zoom an awesome place to work. We are expanding teams across the organization and we need more amazing “Zoomies” to join the team! If you are motivated by delivering happiness, come join us at Zoom!