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 innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous 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 will:

• 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.

• 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.

• 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.

At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

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

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.