Principal Program Manager, Service Readiness – NPI

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🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $150.5k - $215k / year

⏰ Full Time

🔴 Lead

📋 Program Manager

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Zscaler

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2008

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 Secondary Market on 2017-11

Cybersecurity • SaaS • Enterprise

Zscaler is a leading provider of cloud-based cybersecurity solutions, specializing in Zero Trust architecture. The company enhances security and connectivity for organizations by enabling seamless, secure access to applications and data across various environments, including the cloud, on-premises data centers, and IoT systems. With proven ROI and significant reductions in cybersecurity risks, Zscaler empowers enterprises to protect their digital resources while optimizing operational costs.

📋 Description

• Develop and execute service readiness plans for new product launches, including training materials, knowledge base updates, and operational procedures • Collaborate with product development, engineering, and customer success teams to ensure a seamless transition from launch to customer service • Identify potential customer challenges in new products and address them through resourcing, process development, and escalation procedures • Address operational challenges such as system configurations, service level agreements, and escalation pathways • Monitor key performance indicators (KPIs) and customer feedback post-launch to drive service improvements

🎯 Requirements

• U.S. citizenship due to the nature of the customers assigned to this role • Foundational understanding of AI technologies and experience leveraging, securing, or positioning AI-driven solutions within a functional domain • Demonstrated curiosity and active exploration of AI tools, with a history of integrating new technologies into daily workflows and problem-solving • 6+ years of NPI experience within customer success/support • Strong understanding of product development lifecycles and technical product features • Excellent organizational, communication, and collaboration skills • Proficiency in Salesforce, Asana, JIRA, Confluence, and Google Suite • Familiarity with AI-driven customer support platforms or predictive ticket routing systems • Experience implementing AI-assisted project management tools for cross-functional NPI tracking and stakeholder collaboration

🏖️ Benefits

• Various health plans • Time off plans for vacation and sick time • Parental leave options • Retirement options • Education reimbursement • In-office perks