Director of Digital Services

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

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 Director, Digital Services to join our Customer Success Operations team. You will lead the organization’s initiatives in knowledge management, process optimization, and the digital transformation services. You are a strategic thinker who can drive the integration of Knowledge-Centered Service (KCS) best practices, process improvement methodologies, and digital solutions to enhance the customer experience, operational efficiency, self service capabilities, service delivery and “bend the case curve”. This is a remote position within the United States. Reporting to the Director of Customer Support Strategic Initiatives, you will:

• Lead the implementation and evolution of KCS practices across the organization to improve knowledge management, reduce resolution times, and enhance customer satisfaction while regularly communicating to internal and external stakeholders.
• Oversee the end-to-end process management lifecycle, ensuring alignment with organizational goals and industry best practices.
• Partner with cross-functional teams including product documentation, product management, engineering, enablement, and community teams to enhance the digital transformation strategy for customer service, focusing on the integration of digital tools and technologies that enhance service delivery (AI-powered chatbots, self-service portals, CRM …