Senior Manager, Support Excellence & Digital Services
New
Z
ZscalerCybersecurity
Location: Remote - USAFull-TimeManager
Salary150,500 - 215,000 USD per year
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Job Details
- Experience
- 10+ years of experience in support excellence, KCS, process management, digital services, enablement, or customer support transformation, with at least 7 years in a leadership role
- Required Skills
- SalesforceJiraTableauAsana
Requirements
- 10+ years of experience in support excellence, KCS, process management, digital services, enablement, or customer support transformation
- At least 7 years of experience in a leadership role
- Foundational understanding of AI/ML technologies and experience positioning AI-driven solutions
- Strong expertise in Knowledge Centered Service (KCS) methodology
- Strong expertise in process management (Lean / Six Sigma)
- Bachelor’s degree in business administration, operations management, or related field (Master’s preferred)
- Experience working cross-functionally with Engineering, Product Management, and Operations
- Experience using case trend analysis and operational metrics to influence strategy
- Proficiency with SFDC, Confluence, Jira, Tableau, and Asana preferred
- Experience building or leading a Center of Excellence (COE) preferred
Responsibilities
- Lead digital transformation and AI-powered support initiatives to optimize the case lifecycle, self-service adoption, and customer outcomes
- Oversee the end-to-end process management lifecycle, alignment with organizational goals, and Center of Excellence programs for operational readiness
- Drive support enablement initiatives and partner cross-functionally across Engineering, Operations, and Product teams to influence product supportability
- Analyze case trends, customer pain points, and operational data to translate findings into actionable recommendations for product, process, and digital support improvements
- Lead the implementation and evolution of KCS practices across the organization to improve knowledge management and reduce resolution times
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