Senior Manager, Support Excellence – Digital Services

Job not on LinkedIn

🔥 21 minutes ago

🇺🇸 United States – Remote

💵 $150.5k - $215k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

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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

• 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

🎯 Requirements

• 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.

🏖️ Benefits

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