Principal Business Operations Manager

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 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 …