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 VP of Support Excellence within the Customer Success. 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, ena