What are the responsibilities and job description for the Senior Program Manager, Service Readiness (New Product Introduction - NPI) 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 provide expert, hands-on support from implementation onward, ensuring customers achieve their goals and maximize our technology’s potential.
We are hiring an experienced Senior Program Manager, Service Readiness (New Product Introduction - NPI) to join our team. Reporting to the Director of Customer Support Strategic Initiatives, you will be responsible for:
- Developing and executing service readiness plans for new product launches, including training materials, knowledge base updates, and operational procedures.
- Collaborating with product development, engineering, and customer success teams to ensure a seamless transition from launch to customer service.
- Identifying potential customer challenges in new products and addressing them through resourcing, process development, and escalation procedures.
- Addressing operational challenges such as system configurations, service level agreements, and escalation pathways.
- Monitoring key performance indicators (KPIs) and customer feedback post-launch to drive service improvements.
What We’re Looking for (Minimum Qualifications):
- U.S. citizenship due to the nature of the customers assigned to this role.
- 6 years of experience in Program Manager - Service Readiness (New Product Introduction - NPI) within customer success/support.
- Strong understanding of product development lifecycles and technical product features.
- Excellent organizational, communication, and collaboration skills.
- Proficiency in tools such as Salesforce, Asana, JIRA, Confluence, Google Suite, and Excel.
What Will Make You Stand Out (Preferred Qualifications):
- Experience solving complex problems with a structured, strategic approach.
- Ability to manage cross-functional projects with tight deadlines and attention to detail.
- Strong collaboration skills to drive consensus among stakeholders.
#LI-YC2
#LI-Remote
