XTN-9FF4986 | LIVE SALES ASSISTANCE (LSA) MANAGER

The manager will oversee the performance and operations of the Live Sales Assistance (LSA) team, consisting of approximately 45 vendor-based sales specialists. This role is responsible for driving operational excellence, optimizing sales processes, and ensuring that vendor performance directly supports Zoom's Online business growth objectives—measured through increased Average Deal Size (ADS), Monthly Recurring Revenue (MRR), and improved Customer Satisfaction (CSAT).
The ideal candidate is a strategic operator and data-driven leader who thrives in fast-paced, metrics-oriented environments and can manage both people and processes to deliver measurable results.

• Work from the comfort of your own home
• Comprehensive healthcare benefit for you and your dependents
• Mental wellbeing programs for you and your dependents
• Competitive time off and vacation policy
• Thriving workplace culture centered on caring, diversity, and inclusion

• Vendor Management & Oversight:
  Manage the day-to-day operations and performance of the third-party LSA vendor team, ensuring alignment with company goals and service standards.
• Performance Monitoring:
  Define, track, and analyze key performance indicators (KPIs) such as conversion rates, ADS, MRR, and CSAT. Implement improvement plans to achieve or exceed targets.
• Process Optimization:
  Identify and implement process enhancements that improve efficiency, reduce friction, and optimize the end-to-end Live Sales Assistance workflow.
• Quality & Compliance:
  Ensure vendor adherence to quality standards, compliance requirements, and brand guidelines. Conduct regular audits and feedback sessions.
• Revenue Growth Enablement:
  Collaborate with internal sales leadership to design and execute strategies that increase ADS and MRR through improved sales techniques and operational efficiencies.
• Cross-Functional Collaboration:
  Partner with Product, Sales, Marketing, and Customer Success teams to align LSA activities with broader business objectives and customer experience initiatives.
• Reporting & Communication:
  Deliver regular performance reports and insights to internal stakeholders, highlighting trends, risks, and opportunities for optimization.
• Stakeholder Management:
  Serve as the primary liaison between internal leadership and vendor management teams, maintaining strong, transparent communication.

• Bachelor’s degree in Business Administration, Management, Sales, or a related field.
• 5+ years of experience in vendor management, sales operations, or business process outsourcing (BPO) leadership.
• Demonstrated ability to manage large vendor teams (40+ people) and drive measurable business outcomes.
• Strong analytical and problem-solving skills with a track record of using data to inform decisions.
• Excellent leadership, negotiation, and communication skills.
• Proven ability to manage multiple priorities and stakeholders simultaneously.
• Proven track record in increasing Average Deal Size (ADS) and Monthly Recurring Revenue (MRR) through process or performance improvements.
• Experience managing sales support or Live Sales Assistance teams within a technology or SaaS environment.
• Familiarity with sales operations metrics, CRM systems (e.g., Salesforce), and performance dashboards.
• Demonstrated success in driving operational efficiency and improving customer satisfaction (CSAT).

• Certifications in sales management or operations (e.g., Certified Professional in Supplier Management, Six Sigma, or equivalent).
• Experience working in a global or cross-functional environment supporting sales or customer engagement teams.
• Strong track record of implementing process improvements that measurably enhance CSAT and conversion rates.