Director, Digital Support Experience

Company Description

Zscaler enables the world’s leading organizations to securely transform their networks and applications for a mobile and cloud first world. Its flagship services, Zscaler Internet Access and Zscaler Private Access, create fast, secure connections between users and applications, regardless of device, location, or network. Zscaler services are 100% cloud-delivered and offer the simplicity, enhanced security, and improved user experience that traditional appliances are unable to match. Used in more than 190 countries, Zscaler operates the world’s largest cloud security platform, protecting thousands of enterprises and government agencies from cyberattacks and data loss. The Zscaler platform operates at a carrier grade level– we process over 50 billion transactions a day in our cloud to protect our customers.

For over 10 years, Zscaler has been disrupting and transforming the security industry. Our 100% purpose-built cloud platform delivers the entire gateway security stack as a service through 150 global data centers to securely connect users to their applications, regardless of device, location, or network in over 185 countries protecting over 3,900 companies and have detected 100 Million threats/day. 

Job Description

This global role reports to the Director of GCS Strategy and Operations and will own the Strategy and Execution for the Digital Customer Experience for our Global Customer Services department —a unique individual who is experienced in creating customer engagement and value through digital channels. This role is for an experienced tech leader with gravitas as well as a “roll-up-your-sleeves” approach and ability to “get things done!”

This role entails recruiting and managing a team of search specialists, UX professionals and/or digital project managers as the needs of the program and footprint grows.

What you get to do in this role: 

• The Head of Digital Customer Support will deliver a unified, seamless digital customer experience leveraging technology-driven business processes, data and insights, and Voice of the Customer learnings. 
• Create and execute upon a multi year digital customer experience strategy that scales and aligns with our culture, organization ambitions, and values to build a best in class program which meets customers and partners wherever they are in their journey
• Participate in corporate projects/program to assess company’s digital CX across online channels to identify issues and opportunities to improve overall customer experience and own the GCS deliverables
• Define optimal digital experience KPIs and partner internally to develop reporting to track them
• Collaborate cross-functionally with major stakeholders and peers across Strategy Ops, Customer Success Ops, IT, GCS and Marketing to develop solutions and deliver on the outcomes
• Build our customer self-service experience, paving the path towards a unified and personalized post sales digital user experience
• Benchmark best in class customer experience across industry and also within competitive space to inform and guide key business leaders and stakeholders
• Identify and develop best practices and utilize data and consumer research to define a future state vision for the company’s online channels
• Evangelize Customer Experience across GCS teams at Zscaler and help showcase Zscalers advances in this area though speaking engagements, industry events and professional communities

Qualifications

Who are you?

• Inspiring leader who builds a culture of partnership, learning, experimentation, and iteration
• Thrives with rallying cross-functional resources to align outcomes with objectives and measure them
• Ability to break down ambiguous problems with multiple dependencies into manageable and sequential components to form an execution strategy grounded in customer needs
• Ability to manage multiple, concurrent projects and work independently and thrive in a fast-paced, constantly changing environment 
• Strong domain knowledge of Digital Technologies, UX, Search Technology, Design Led Thinking, CX Strategy, and Voice of the Customer. 
• Stellar communicator with stakeholders at all levels, including preparing readouts to senior leadership
• Demonstrated experience with agile product management model
• Strong listening skills; open to input from other team members and departments
• Master’s or BS/BA degree in a relevant field, such as business, communications, or technology or equivalent experience.

Additional Information

The base salary range for this full-time position is $123,500 to $190,000 + bonus + equity + benefits.

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and max