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Role Overview:
- Lead the organization's support excellence and digital services initiatives.
- Report to the Director of Customer Support Strategic Initiatives.
What You'll Do:
- Drive digital transformation and AI-powered support to enhance customer outcomes.
- Oversee process management, enablement, and Center of Excellence programs.
- Analyze operational data to translate findings into actionable improvements.
Who You Are:
- Thrive in ambiguity and act like an owner with bias for action.
- Collaborate with high trust and embrace constructive feedback.
- Driven by innovation and think at scale in a global organization.
What We're Looking For:
- 10+ years in support excellence or similar, with strong KCS and process management expertise.
- Experience working cross-functionally with Engineering and Product teams.
- Foundational understanding of AI/ML technologies for support optimization.
Zscaler
Zscaler accelerates digital transformation with an AI-forward enterprise security platform, leveraging the world's largest security data lake to power its Zero Trust Exchange. They foster a culture of execution, customer obsession, and collaboration, with high-performing teams focused on impact and accountability.