Senior Manager, Support Excellence & Digital Services

About Zscaler

Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability.

We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

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