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Zscaler is seeking a Principal Program Manager, Service Readiness (NPI) to lead operational readiness for new product launches within the Customer Success organization. Reporting to the VP of Strategy & Operations, you will bridge product development and customer support to ensure the global Customer Success team is equipped to deliver high-impact customer experiences.
Key responsibilities include developing and executing comprehensive service readiness plans for new product launches, including training materials, knowledge base updates, and operational procedures. You will collaborate cross-functionally with product development, engineering, and customer success teams to ensure seamless transitions from launch to customer service. You'll identify potential customer challenges early and address them through resourcing, process development, and escalation procedures. Additionally, you will manage operational challenges such as system configurations, service level agreements, and escalation pathways, while monitoring KPIs and customer feedback post-launch to drive continuous service improvements.
The ideal candidate is an owner-operator with a bias for action, integrity, and adaptability across strategic and tactical execution. You are a problem-solver energized by complex challenges and their solutions. You excel as a high-trust collaborator, championing simplicity by distilling complex problems into clear, actionable plans. You think at scale, connecting day-to-day work to company mission and building solutions that support high-growth, global organizations.
Minimum qualifications include U.S. citizenship (required due to customer base), 6+ years of NPI experience within customer success/support, foundational understanding of AI technologies with demonstrated integration into workflows, strong understanding of product development lifecycles and technical features, and proficiency with Salesforce, Asana, JIRA, Confluence, and Google Suite. Preferred qualifications include familiarity with AI-driven customer support platforms and experience implementing AI-assisted project management tools.
