Role

We are looking for a Senior Manager, Support Excellence & Digital Services to join our team. This is a Remote role, reporting to the Director of Customer Support Strategic Initiatives in the Customer Success Organization. In this role, you will lead the organization's initiatives across knowledge management, process optimization, support enablement, digital transformation, and Center of Excellence programs, integrating KCS best practices, process improvement methodologies, enablement strategies, and AI-powered digital solutions to enhance customer experience, operational efficiency, self-service capabilities, and overall service delivery.

What you'll do (Role Expectations)

• Lead digital transformation and AI-powered support initiatives to optimize the case lifecycle, self-service adoption, and customer outcomes
• Oversee the end-to-end process management lifecycle, alignment with organizational goals, and Center of Excellence programs for operational readiness
• Drive support enablement initiatives and partner cross-functionally across Engineering, Operations, and Product teams to influence product supportability
• Analyze case trends, customer pain points, and operational data to translate findings into actionable recommendations for product, process, and digital support improvements
• Lead the implementation and evolution of KCS practices across the organization to improve knowledge management and reduce resolution times

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
• You act like an owner. Your passion for the mission fuels your bias for action, operating with integrity and navigating seamlessly between high-level strategy and hands-on execution.
• You are a high-trust collaborator. You are ambitious for the team, embracing our challenge culture by giving and receiving ongoing feedback with clarity and respect.
• You are driven by innovation. You have a deep curiosity for how things work, are energized by solving complex technical challenges, and always look for better, more secure, and scalable solutions.
• You think at scale. You connect your day-to-day work to the larger company mission and build solutions, processes, and teams built to last in a high-growth, global organization.

What We're Looking for (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Bachelor's degree in business administration, human resources, operations management, or a related field (Master's preferred)
• 10+ years of experience in support excellence, KCS, process management, digital services, enablement, or customer support transformation, with at least 7 years in a leadership role
• Strong expertise in knowledge management (KCS methodology), process management (Lean / Six Sigma), and digital service solutions or customer experience technologies
• Experience working cross-functionally with Engineering, Product Management, Operations, Enablement, and Training teams to drive product supportability
• Experience using case trend analysis, customer feedback, and operational metrics to influence training, process, product, and digital support strategies

What Will Make You Stand Out (Preferred Qualifications)

• Experience building or leading a Center of Excellence (COE) or similar function focused on operational excellence, enablement, and support transformation
• Understanding of and experience with tools and technologies including deep KCS systems, SFDC, Confluence, Jira, Tableau, Asana, and AI-enabled support tools
• Experience developing and implementing coordinated digital and AI support strategies at scale that create better customer experiences and reduce support case volume

#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.