At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying solutions. We use valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and use our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and growth.

We are hiring an experienced Principal Business Operations Manager to join our team. You will manage and improve internal business operations, managing programs/special projects, driving standards and streamlined processes, and ensuring the department is on track to meet its goals. Reporting to the Director of Customer Support Strategic Initiatives, you'll be responsible for:

• Partner with Customer Success (CS) Operations leader to develop strategies that help our Global Support team to scale, including process optimization, redesign, or development of new processes/policies to enhance delivery operations.
• Develop and seed cross-functional programs and special projects, including change management and governance strategies, to deliver new/enhanced capabilities to the Global Support organization.
• Manage/organize and structure periodic operational reviews, resource tracking, KPI's, and other business operations functions.
• Develop, organize, and write technical, business, and operational procedures and manuals, handbooks, runbooks, knowledge content, communications while collaborating with other writers, business stakeholders, and engineers to collect requirements and follow standardized content process methodologies.

What We're Looking for (Minimum Qualifications)

• Bachelor's degree in business, communications, or a related field (i.e.program certifications are also acceptable).
• 10+ years of experience working in a business operations capacity for a GTM, sales, support organization.
• 10+ years of program management experience; 10+ years of experience working with process management methodologies, content platforms, knowledge management, change management and governance structures.
• Well versed in planning and tracking tools such as Salesforce, Asana, JIRA and Confluence.

What Will Make You Stand Out (Preferred Qualifications)

• Experience strategically problem solving with a structured approach, breaking down ambiguous problems and turning them into actionable solutions.
• Experience organizing with attention to detail, prioritizing and managing cross-functional projects with constrained resources/deadlines.
• Understanding of technical and business processes specific to support delivery and operational initiatives and programs/projects.

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