Director, Business Operations - Customer Success
ZscalerAbout the role
About Zscaler
Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.
Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability.
We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.
Role
We are looking for a Director, Business Operations, Customer Success to join our team. This is a Remote role reporting to the Sr. Director, Strategy & Operations.. This role is critical to supporting the global Customer Success organization, with a primary focus on Customer Support, Technical Success, and Professional Services. You will help stand up and lead a newly created Business Operations function, establishing the operating model, team responsibilities, and business rhythms needed to support a growing post-sales organization. In this role, you will drive operational rigor across resource management, P&L management, planning, intake and prioritization, and executive business reviews, while partnering closely with Customer Success leadership and cross-functional stakeholders.
What you’ll do (Role Expectations)
- Establish and lead the Business Operations function for Customer Success, defining clear roles, responsibilities, and operating mechanisms to support Support, Technical Success, and Professional Services
- Own and evolve the operating cadence for the business, including Monthly Business Reviews, Quarterly Business Reviews (QBRs), Annual Operating Planning (AOP), and executive performance reviews
- Partner with Finance and Customer Success leadership to streamline resource management, capacity planning, investment prioritization, and P&L management across the post-sales organization
- Drive headcount planning, budget visibility, and investment tracking to help leaders make sound, data-driven business decisions
- Build and operationalize key KPIs, dashboards, and performance insights that provide visibility into business health, team performance, and operational efficiency in partnership with cross-functional teams
Who You Are (Success Profile)
- You thrive in ambiguity and are comfortable building the path as you walk it in a dynamic environment, seeing ambiguity as the raw material to build something meaningful.
- You act like an owner with a passion for the mission that fuels your bias for action, operating with integrity and balancing strategic leadership with practical execution.
- You are a problem-solver who runs toward challenges and is energized by building structure, discipline, and solutions where they do not yet exist.
- You are a learner with a growth mindset, actively seeking feedback and continuously improving yourself, your team, and the way the business operates.
- You are a high-trust collaborator who builds strong partnerships through clarity, candor, and follow-through.
What We’re Looking for (Minimum Qualifications)
- Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
- 8+ years of experience in Business Operations within post-sales functions such as Professional Services, Customer Success, or Customer Support
- Experience leading teams and developing high-performing individuals in operational or business management environments
- Experience building a new function, operating model, or business process in a growing or evolving organization
- Strong experience with planning, resource management, P&
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