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Zscaler is seeking a Senior Manager of Support Excellence & Digital Services to lead strategic initiatives across knowledge management, process optimization, support enablement, digital transformation, and Center of Excellence programs. Reporting to the Director of Customer Support Strategic Initiatives, you will integrate KCS best practices, process improvement methodologies, enablement strategies, and AI-powered digital solutions to enhance customer experience and operational efficiency.
Key responsibilities include leading digital transformation and AI-powered support initiatives to optimize the case lifecycle and self-service adoption; overseeing end-to-end process management and Center of Excellence programs for operational readiness; driving support enablement initiatives and partnering cross-functionally with Engineering, Operations, and Product teams to influence product supportability; analyzing case trends and customer pain points to translate findings into actionable recommendations for product, process, and digital improvements; and leading the implementation and evolution of KCS practices to improve knowledge management and reduce resolution times.
You thrive in ambiguity and act like an owner, operating with integrity while navigating between high-level strategy and hands-on execution. You are a high-trust collaborator, ambitious for your team, and driven by innovation with deep curiosity for solving complex technical challenges. You think at scale, connecting day-to-day work to larger company mission and building solutions and teams built to last in a high-growth, global organization.
Required qualifications include a foundational understanding of AI/ML technologies and experience leveraging AI-driven solutions; a Bachelor's degree in business administration, human resources, operations management, or related field (Master's preferred); 10+ years 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; experience working cross-functionally with Engineering, Product Management, Operations, Enablement, and Training teams; and experience using case trend analysis, customer feedback, and operational metrics to influence strategies.
Preferred qualifications include experience building or leading a Center of Excellence focused on operational excellence, enablement, and support transformation.
