What are the responsibilities and job description for the Director of Digital Services position at 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 systems, in-product assistants, videos, etc.)
What We’re Looking for (Minimum Qualifications)
- U.S. citizenship due to the nature of the customers assigned to this role.
- 10 years of experience in Knowledge-Centered Service (KCS), process management, and digital services, with at least 7 years in a leadership or director-level role.
- Proven expertise in KCS methodology and best practices, process management (Lean/Six Sigma), and a strong understanding of digital service solutions, customer experience technologies, and transformation frameworks.
- Exceptional leadership, communication, and team management skills.
- Proficiency in tools and technologies such as deep KCS systems, Salesforce (SFDC), Confluence, Jira, Tableau, Asana, Google Workspace, community platforms, and digital media solutions.
What Will Make You Stand Out (Preferred Qualifications)
- Experience in strategic problem-solving using a structured approach to address ambiguous challenges and develop actionable solutions.
- Ability to organize with meticulous attention to detail, prioritize tasks, and manage cross-functional projects under constrained resources and tight deadlines.
- Expertise in developing and implementing scalable digital support strategies that enhance customer
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