We are looking for a Principal Program Manager, Service Readiness (New Product Introduction - NPI) to join our team. This is a Remote - CA role, reporting to the VP of Strategy & Operations in the Customer Success organization.

In this strategic role, you will lead the operational readiness of our newest product offerings, ensuring our global Customer Success team is fully equipped to deliver high-impact experiences. By seamlessly bridging product development and customer support, you will drive the launch strategies that enable customers to adopt and maximize Zscaler's cutting-edge technology.

What you'll do (Role Expectations)

• Developing and executing service readiness plans for new product launches, including training materials, knowledge base updates, and operational procedures
• Collaborating with product development, engineering, and customer success teams to ensure a seamless transition from launch to customer service
• Identifying potential customer challenges in new products and addressing them through resourcing, process development, and escalation procedures
• Addressing operational challenges such as system configurations, service level agreements, and escalation pathways
• Monitoring key performance indicators (KPIs) and customer feedback post-launch to drive service improvements

Who You Are (Success Profile)

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what's needed, navigating seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback-knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You champion simplicity. You are skilled at distilling complex problems, user needs, and technical concepts into clear, simple, and actionable plans. You are a precise communicator who brings clarity and focus to every interaction.
• You think at scale. You connect your day-to-day work to the larger company mission and think globally. You build solutions, processes, and teams that are not just effective today but are built to last and support a high-growth, global organization.

What We're Looking for (Minimum Qualifications)

• U.S. citizenship due to the nature of the customers assigned to this role
• Foundational understanding of AI technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
• 6+ years of NPI experience within customer success/support
• Strong understanding of product development lifecycles and technical product features
• Excellent organizational, communication, and collaboration skills, with proficiency in tools such as Salesforce, Asana, JIRA, Confluence, and Google Suite

What Will Make You Stand Out (Preferred Qualifications)

• Familiarity with AI-driven customer support platforms or predictive ticket routing systems to optimize service readiness workflows
• Experience implementing AI-assisted project management tools to streamline cross-functional NPI tracking and stakeholder collaboration

#LI-NH1 #LI-Remote

Zscaler's salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range

$150,500-$215,000 USD

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Learn more about Zscaler's hybrid working model and benefits here.