Director of Digital Services

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) 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. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform, which is found in our SASE and SSE offerings, protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with 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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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$168,000—$240,000 USD