Principal Business Ops Manager - Customer Success

About Zscaler

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances. 

Zscaler 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. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

We are seeking a highly skilled principal business operations manager to join our team. In this role you will be responsible for managing and improving internal business operations,  strategically managing our resources, driving standard and streamlined processes, and ensuring the department is on track to meet its goals. 

Job Description

Key Responsibilities:

• Partner with our Customer Success leadership team to develop strategies to enable our Global CS team to scale effectively, including process optimization, redesign, or development of new process/policies
• Develop and seed cross-functional programs and projects to deliver new or enhanced capabilities to the CS organization. Lead development of change management strategies. 
• Organize and structure periodic operational reviews and leadership meetings.
• Interface with service delivery teams, CS leadership, and cross functional partners to keep projects on track and everyone aligned with strategic goals.
• Optimize customer success operations by facilitating strategic planning, defining metrics and KPIs, driving forecasting volume and headcount requirements, and rigorously managing the budget and headcount plan. 
• Strategize and monitor KPIs to assess the effectiveness of CS operations and programs. 

Required Qualifications:

• A natural problem solver and strategic thinker, who has a passion for creating a structured approach to solving complex problems, breaking down ambiguous problems and turning them into actionable solutions.
• Highly organized with exceptional attention to detail, with an ability to prioritize and manage multiple cross-functional projects with constrained resources and tight deadlines.
• Exceptional communication skills. Comfortable presenting to executives and internal stakeholders. Able to successfully adapt your style and leverage strong listening skills to inform your approach.
• Ability to build strong relationships with cross-functional partners and senior leadership across GTM, IT, HR, Finance, and Engineering. 
• Well versed in planning and tracking tools such as Asana, JIRA and Confluence.
• Mastery of analyzing data trends for operational risks and efficiencies. Expertise in build forecasting and planning models. 
• Executive-level experience and communication skills.

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Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range$147,000—$210,000 USD

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 fe