Channel Reseller Operations Manager

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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. The Channel Reseller Operations team member’s scope will be across the various operational components. This role will blend operations training, operational process design and execution, reporting and KPI’s, post-sale support escalation, and alignment to shared goals across the AMER Distribution and Direct Reseller network. This is an individual contributor role.

Responsibilities:

  • Channel Operations primary point of contact for the AMER Distributors and select Direct Resellers, including development and delivery of on-boarding & operational training to ensure transactional readiness

  • Work cross-functionally with internal stakeholders to resolve issues, understand the business and data challenges, and respond to escalation and exception requests, including post-sales support

  • Act as liaison to the Distributor and Direct Reseller partner’s operations teams to mutually align programs, processes, and operational enablement; identify opportunities to leverage and align operational practices 

  • Create and deliver operational scorecard for LatAmDistributor line of business

  • Conduct regularly scheduled meetings with key managers of the business for the purpose of reviewing progress as well as identifying optimization opportunities

  • Oversee distributor system integrations across various systems and workflows (API, FTP, CPQ, and more) and coordinate changes/improvements/support

  • Provide input and requirements to streamline lead to cash processes, focusing on scale within CPQ and order processing areas

  • Represent Channel Operations in all projects supporting our partnership with Distributors

  • Support month-end and quarter-end activities as needed

Requirements:

  • 10 years’ experience working in a complex and high-risk change environment with multiple stakeholders and securing their engagement to deliver change

  • Demonstrated ability to operate effectively in a rapidly scaling, dynamic environment, be able to manage multiple stakeholders and groups simultaneously 

  • Previous channel experience, directly supporting distributors

  • Strong understanding of two-tier channel sales and various partner segment fundamentals

  • Knowledge and experience of developing and implementing policies and procedures

  • Experienced in Sales Operations or Partner Operations, preferably in SaaS

  • Understand sales processes well enough to provide a quality assurance check of program automation system deliverables and a point of view of best practices and solutions across functions

  • Experienced in task prioritization, workload and escalation management

  • Demonstrated expertise and success in the analysis, design, and automation of business processes

  • Working knowledge of data analysis and performance/operations metrics

  • Ability to influence change and guide new initiatives that align with cross functional organization inside of Zoom

  • Strong interpersonal and team building skills; ability to work with a diverse team and influence/drive change across functional and business boundaries

  • Excellent communication skills and tactful diplomacy

  • B.S. Required


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.

Explore Zoom:

  • Hear from our leadership team

  • Browse Awards and Employee Reviews on Comparably

  • Visit our Blog

  • Zoom with us!

  • Find us on social at the links below and on Instagram

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Technology we use

  • Engineering
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Location

We are located North of the DTC area. Just a short drive away you can find trendy restaurants, bars, and the Cherry Creek Reservoir!

An Insider's view of Zoom Video Communications

What’s the vibe like in the office?

This office is fun, driven, smart, and happy. We’re proud of each other, our product, and how we work hard to make our customers happy and cared for.

Michael

Developer Advocate

What projects are you most excited about?

Right now, I’m most excited about optimizing our enablement programs at Zoom. As our team grows, it’s vital that we scale our programs and processes thoughtfully to ensure every Zoomie feels comfortable, confident, and equipped for success in their role. Watching individuals evolve as Zoom experts is both fun and fulfilling!

Ashley

Customer Success Operations Manager

How has your career grown since starting at the company?

In my year and a half at Zoom, I’ve had the privilege of moving from a BDR, to a Team Lead, to an Account Executive. Through each step, my manager was transparent, approachable & committed to my own professional growth. Zoom recognizes that not all career paths are the same, and each manager takes an individual approach to identify what drives you.

Nicole

Small/Medium Business Account Executive

How do you empower your team to be more creative?

One of the things I love about Zoom is the trust they have in me that allows me to be creative. Being a leader at Zoom I'm able to watch my team collaborate and teach each other. For me that's creativity. People with different ideas and experiences working together with one purpose. By empowering people to be creative you open the door to success.

Tuckett

SMB VAST Sales Manager

What makes someone successful on your team?

Teamwork is in our day to day, not only with other BDRs, where each can provide different points of view in a situation, but also with the Account Executives that are an indispensable guide to succeed when looking for new clients.

Sandra

Business Development Rep.

What are Zoom Video Communications Perks + Benefits

Zoom Video Communications Benefits Overview

Zoom offers a wide range of benefits and perks to ensure our employees feel supported, enriched and cared for including free books, a wellness credit of $300 per month, and a multitude of Zoom-sponsored activities and celebrations to help you Work Happy.

To deliver this happiness to our employees, Zoom employs above-market and progressive compensation programs. At Zoom, we believe this is achieved through analyzing total direct compensation holistically. We offer all employees equity, allowing them to become owners who are vested in and benefit from the long-term success of the company.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
The Happy Crew is comprised of around 150 volunteers globally that deliver happiness internally to Zoom Employees!
Open door policy
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Employee Resource Groups include Veterans and [email protected] with more on the way!
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program

Additional Perks + Benefits

Zoom listens to its employees. We’re growing and want our employees to be as happy as possible. One way we deliver this happiness is by continually building our benefits programs to best fit the wants and need of our employees. We also hold monthly Zoom Meetings with the whole company and our CEO Eric Yuan himself addresses questions or concerns submitted by employees. If you want to feel heard and appreciated join us in our ever evolving company and product!

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