Director Workforce Management

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 of Workforce Management to join our team. You will be responsible for overseeing the strategic and operational aspects of workforce planning, scheduling, and optimization within the organization. This role involves ensuring that the right number of employees with the right skills are in place to meet the expectations of the business goals while maintaining operational efficiency. This person needs to be strategic in nature, creative, and provide recommendations and solutions through data analysis and big picture thinking. This role will report into the Director of Customer Support Strategic Initiatives, you will:

• Developing and implementing a comprehensive workforce strategy aligned with the business goals and objectives utilizing various tools and technologies.
• Analyzing workforce trends, business forecasts, and historical data to create accurate staffing models and reporting. Monitoring and evaluating productivity and performance through KPI development to identify areas of improvements.
• Developing and implementing workforce optimization practices, reducing unnecessary costs and improving service delivery.
• Managing a team of workforce analysts who will be working with support leadership to ensure the appropriate scheduling of resources to effectively manage the business. Fostering a positive and engaging work environment for Customer Support by ensuring staffing models that support a work-life balance and employee satisfaction.

• Bachelor’s degree in business administration, human resources, operations management, or a related field. (Masters preferred) 
• 10+ years of experience in workforce management, with at least 7 years in a leadership or director-level role.
• Strong understanding of workforce management optimization principles, scheduling software, and operational and data analysis best practices.
• Exceptional leadership, communication, and team management skills.

• 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 and experience with various tools and technologies including Gensys, Calabrio, SFDC, Confluence, Jira, Tableau, Asana, Google, etc.

 

#LI-Hybrid

#LI-DA1

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.