Building Zoom with Smita Hashim

Podcast: Building One with Tomer Cohen
Host: Tomer Cohen, LinkedIn's Chief Product Officer
Guest: Smita Hashim, Chief Product Officer of Zoom
Release Date: May 14, 2024

Introduction

In this episode of Building One, Tomer Cohen engages in a profound conversation with Smita Hashim, the Chief Product Officer (CPO) of Zoom. Smita brings a wealth of experience from her illustrious career spanning Google and Microsoft, coupled with her deep-rooted expertise in video technology dating back to the 1990s. The discussion delves into Smita's professional journey, Zoom's product philosophy, the company's unique culture, and the future of collaboration tools enhanced by AI.

Smita Hashim's Career Journey: From Researcher to Product Leader

Smita Hashim's transition from academia to the tech industry is both inspiring and insightful. With a Ph.D. in Electrical Engineering and Computer Science, Smita began her career as a researcher focused on video compression technologies.

Smita Hashim [00:52]: "Before March 2020, very few people actually knew of Zoom, but that changed almost overnight."

Her move from research to product management was driven by her desire to engage directly with consumers and customers, moving beyond theoretical work to practical applications that have tangible impacts.

Smita Hashim [04:44]: "As a researcher, you actually write a book which is data driven and problem driven... These skills really helped me as I started as a product manager."

Smita attributes her success in product management to the analytical and communication skills honed during her academic pursuits. Her ability to define clear problem statements and develop structured methodologies proved invaluable in her roles at Google, Microsoft, and ultimately Zoom.

Key Product Principles at Zoom: Customer Focus and Responsiveness

At Zoom, Smita has been instrumental in fostering a culture that prioritizes customer feedback and responsiveness. Zoom's initial success was built on a simple yet effective product philosophy: ensure the core experience works seamlessly.

Smita Hashim [01:15]: "Zoom mainly focused on a simple product that just worked. That's it. No more features, no more sizzle, just making sure the core experience worked."

This foundational approach has evolved, but the essence remains—prioritizing user experience and adapting swiftly to meet customer needs. Smita emphasizes the importance of flexibility in the product roadmap, allowing Zoom to respond dynamically to feedback without compromising on key commitments.

Smita Hashim [17:31]: "We have some things on the product roadmap which are not negotiable... But the rest of the roadmap, we will move it around... it's a shared mindset."

Overcoming Challenges as a Woman in Tech: Finding Her Voice and Mentorship

Smita candidly shares her experiences navigating the male-dominated tech industry. From being one of the few women in her academic cohort to being the only woman in many professional settings, Smita faced significant challenges in finding her voice and establishing her presence.

Smita Hashim [08:10]: "I struggled with finding my voice. It was very hard for me."

Mentorship played a crucial role in her journey. Working under influential leaders like Susan Wojcicki at Google provided Smita with the guidance and confidence to assert herself and make impactful decisions.

Smita Hashim [11:17]: "With Susan, the feedback was very kind, but they were good examples... This is what I can relate to."

Smita also highlights the importance of staying true to one's values and finding a balance between competence and compliance, which is often expected of women in the workplace.

Smita Hashim [09:00]: "Eventually you have to live with yourself... We have to be ourselves and that's the journey we have to be on."

Zoom's Culture and Customer Engagement: A Fluid Feedback Loop

Zoom distinguishes itself through its highly responsive and fluid engagement with customers. Smita describes how Zoom's structure allows for continuous and direct communication between product managers and customers, fostering a virtuous cycle of feedback and improvement.

Smita Hashim [28:17]: "There's a lot of comfort with direct conversations... The product evolves really fast, and our customers are also very vocal about sharing their feedback."

This open feedback loop is not confined to a single team but permeates across all functions, driven by leadership that models and encourages active listening and responsiveness.

Smita Hashim [29:13]: "With Eric, with the product team, sales team can reach out to anyone with the customer feedback."

Smita contrasts this approach with her previous experiences at larger companies, where customer engagement was less direct and less fluid.

Future of Collaboration Tools and AI: Enhancing Productivity and Flexibility

Looking ahead, Smita is enthusiastic about the integration of generative AI into collaboration tools like Zoom. She envisions AI becoming an invaluable assistant that enhances productivity by managing meeting summaries, action items, and other organizational tasks.

Smita Hashim [30:28]: "Generative AI is really a gift and users will be able to do so much more and be so much more productive."

Smita believes that AI will not only make meetings more effective but also provide users with greater flexibility, ultimately contributing to better work-life balance.

Smita Hashim [31:37]: "AI will help people... smart chapters, quick summaries, those kind of things, I can just get a sense of things that happen."

She also touches on Zoom's commitment to making these advanced features accessible without additional costs, reinforcing their dedication to providing value to all customers.

Smita Hashim [25:39]: "We have built Zoom AI Companion... we decided to include it at no additional cost."

Takeaways

1. Learning and Adaptability: Smita's background in research equips her with a unique perspective in product management, emphasizing the importance of a structured approach to problem-solving and effective communication.

2. Customer-Centric Culture: Zoom thrives on a highly responsive feedback loop, enabling rapid product evolution and deep customer engagement.

3. Balancing Stability with Flexibility: Smita highlights the delicate balance between maintaining a stable product roadmap and being adaptable to shifting customer needs, ensuring that critical commitments remain firm while remaining open to change.

4. Empowering Users as Team Members: Viewing users as part of the product team fosters a collaborative environment where customer feedback is actively sought and valued.

5. Future of AI in Collaboration: The integration of generative AI promises to revolutionize collaboration tools by enhancing productivity and providing greater flexibility for users.

Smita Hashim's insights offer a comprehensive look into effective product leadership, the significance of customer engagement, and the evolving landscape of collaboration tools. Her journey underscores the value of adaptability, continuous learning, and the pivotal role of mentorship in overcoming challenges.

Thank you for listening to this episode of Building One. Stay tuned for our next conversation with the former CPO of Slack, Noah Weiss.