What you can expect We are seeking a Product Adoption Expert to drive deep product adoption and maximize business value across Zoom's diverse product portfolio. This role serves as the expert liaison between Product, Marketing, and Customer Success teams, ensuring best-in-class onboarding, workflows, and use cases are scaled across our customer base while being deployable for high-impact customer engagements. About the Team This role partners closely with Customer Success Managers, Onboarding Managers, and Product teams to accelerate adoption across Zoom’s innovative solutions, including Zoom Phone, Contact Center, AI Companion. Responsibilities Deployable Customer-Facing Engagements - Product Subject Matter Expertise: Serve as the adoption expert for assigned Zoom products (e.g., Zoom Phone, Contact Center, AI Companion, Rooms) - Strategic Customer Support: Join customer calls and workshops to map use cases and accelerate product-specific adoption - Cross-Team Collaboration: Partner with Customer Success Managers and Onboarding Managers during critical phases including launch, workflow integration, and renewals - Customer Education: Deliver impactful customer-facing sessions including office hours, deep dives, and workflow clinics Scalable & Programmatic Impact - Asset Development: Collaborate with Product, Product Marketing, General Managers, and Enablement teams to create scalable adoption resources: - Micro-learnings and step-by-step guides - Comprehensive playbooks and success plans - Educational webinars and customer campaigns - Workflow and use case catalogs - Program Management: Execute one-to-many initiatives including ongoing office hours, community forums, and customer champion sessions - Launch Support: Ensure new product launches include adoption-ready materials for immediate CSM and customer use - Product Feedback: Provide strategic feedback to Product teams based on adoption patterns, customer use cases, and implementation blockers Success Metrics & KPIs - Product Adoption Growth: Increase percentage of customers actively using key features and workflows - Time-to-Adoption: Accelerate adoption timelines for new product rollouts - Scalable Asset Reach: Maximize customer engagement through webinars, micro-learnings, and educational content - CSM Enablement Impact: Measure internal adoption of assets and reduction in repetitive support requests - Revenue Impact: Contribute to renewals and expansion opportunities tied to product adoption Products Supported - AI and CAIC - Events and Webinars - Zoom Phone - Revenue Accelerator - Contact Center - Zoom Chat & Productivity Suite (Clips, Whiteboard, Scheduler, Docs, Notetaker, Mail & Calendar) - Zoom Workplace & Microsoft Better Together - Zoom Ecosystem: APIs, RTMs, Webhooks, Integrations Salary Range or On Target Earnings: Minimum: $76,800.00 Maximum: $186,200.00 In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value. Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. We also have a location based compensation structure; there may be a different range for candidates in this and other locations. Ways of Working Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting. Benefits As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information. About Us Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment. Our Commitment​ At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed. Think of this opportunity as a marathon, not a sprint! We're building a strong team at Zoom, and we're looking for talented individuals to join us for the long haul. No need to rush your application – take your time to ensure it's a good fit for your career goals. We continuously review applications, so submit yours whenever you're ready to take the next step. #LI-Remote

Lead, AI Adoption & Value Realization At Percepta, we bring first-class service across each market we support. As a Lead, AI Adoption & Value Realization working remotely you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture What You’ll Be Doing Percepta is seeking a strategic and operationally strong Lead, AI Adoption & Value Realization to support the enterprise rollout and sustained adoption of AI-enabled capabilities across business units. This role will partner with IT, PMO, Client Services, People Innovation (HR), and Operations leaders to ensure AI initiatives are effectively adopted, governed, and translated into measurable business value. The ideal candidate combines operational excellence, change management expertise, and data-driven decision-making to enable scalable AI transformation across the organization. Success Metrics (First 30-90-180 Days) - Successful operational execution of the Strategy as defined by the Director of AI Enablement & Adoption - Demonstrated increase in adoption rates across prioritized AI initiatives - Clear reporting framework for AI value realization implemented - Measurable operational impact in at least 2–3 priority initiatives - Execute delivery of formalized AI Intake, prioritization and governance support - Reduction in adoption friction and initiative duplication - Positive stakeholder feedback from operational leaders, and executive sponsors across business units During a Typical Day, You’ll 1. AI Initiative Coordination & Visibility - Maintain a centralized portfolio of active AI initiatives across business units - Track implementation milestones, dependencies, risks, and adoption metrics - Identify cross-functional overlaps and alignment opportunities - Provide structured reporting to the Director of AI Enablement & Adoption 2. Adoption & Change Management - Develop and execute AI adoption playbooks tailored to operational teams - Partner with People Innovation (HR) to embed AI capabilities into workforce enablement - strategies - Monitor usage and behavioral adoption beyond initial deployment - Identify barriers to adoption, develop and implement corrective action plans - Support leadership communication plans related to AI initiatives - Partner with stakeholders to embed AI adoption metrics into performance objectives and incentive structures where appropriate. 3. Value Measurement & Performance Tracking - Establish baselines for key operational metrics (e.g., handle time, productivity, quality, cost efficiency) for AI Initiatives - Collaborate with IT and Data teams to develop dashboards and reporting frameworks - Track value realization against defined AI business cases - Prepare executive-ready reporting that demonstrates ROI and impact 4. Operational Partnership & Field Engagement - Engage directly with operational leaders and frontline management to understand pain points and improvement opportunities - Translate business needs into structured AI opportunity briefs with associated business value - Gather feedback from pilots and scaled implementations to refine future initiatives - Act as a liaison between business teams and technical stakeholders 5. Governance & Risk Support - Support compliance with enterprise AI governance standards - Ensure documentation, controls, and process adherence are maintained - Assist in intake and prioritization processes for new AI use cases - Partner with IT and Security teams to ensure alignment with data and compliance requirements What You Bring to the Role Education · Bachelor’s degree or equivalent experience required · Certification in Change Management preferred Experience · 7+ years of experience in Operations, Business Transformation, Digital Enablement, and Contact Center environments · Demonstrated experience leading enterprise adoption or change initiatives · Experience working within matrixed enterprise environments required · Experience in contact center, BPO, or client services environments preferred · Experience partnering with IT and PMO organizations preferred Skills - Strong analytical skills with experience measuring operational performance and ROI - Ability to influence cross-functional stakeholders without direct authority - Excellent executive-level communication and presentation skills - Core Competencies: o Strategic Execution o Enterprise Collaboration o Operational Excellence o Data-Driven Decision Making o Structured Problem Solving o Executive Communication o Change Leadership What You Can Expect · Competitive Salary with Incentives · Health/Dental/Vision/Life Insurance · Flexible Spending Account (FSA) and Health Savings Account (HSA) · 401(k) with company match · Vacation/Sick Time and Paid Holidays · Tuition Reimbursement · Employee Assistance Program · Employee Discount Program · Training and Development Programs (Percepta College) · Employee Rewards Program (Perci Perks) A Bit More About Your Role Percepta provides the equipment for this position. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: - Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow. - Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction. - Leave it better – We take ownership and leave every process, person, and place better than we found it. - Win together – We succeed as one—celebrating, supporting, and showing up for each other. - Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. #LI-remote

• Manage self-serve channel from customer support and success perspective. • Provide first line technical support during onboarding. • Build up help center and other scalable ways of supporting self-serve. • Track usage and ROI for self-serve customers. • Respond to support tickets and live customer chats. • Synthesize recurring technical issues and work with product team. • Monitor and stimulate adoption rates, benchmarks, and customer satisfaction. • Collaborate with Product Team to build and maintain documentation and training materials.

• Deliver S&P’s InTegrity framework • Run programs that drive adoption of new technologies • Collaborate with stakeholders to properly align technology with desired business outcomes • Support the adoption of new/modified EHR and related systems • Capture organizational change management items, ensuring mitigation of change impacts • Leverage the stop-start-continue methodology to enhance adoption of new roles and workflows resulting from the Oracle Health Millennium implementation • Play a supportive role in program events and deliverables • Leverage solution expertise to engage and advise Oracle Health and our client(s) to ensure a successful implementation • Manage and complete the development of testing scenarios that correlate with client approved workflows and design