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 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. 

Senior Program Manager

The Program Manager will be a part of the Service Operations team and will report to the Senior Manager of Service Strategy and Operations. As a program manager, you will be responsible for handling multiple, technical projects of varying complexity within Salesforce Service Cloud  which will require working closely with cross functional teams to ensure the success of each and every task/project is delivered in a timely manner. You will be required to measure, track and report progress of projects and key initiatives to management. 

Responsibilities: 

  • Organize and manage all phases of assigned projects within the Customer Services Operations Program to ensure on-time completion. 
  • Develop detailed project plans that outline project goals, requirements, milestones, timelines, and outcomes
  • Identify key resources required to successfully complete assigned projects
  • Assemble and coordinate project team members and assign individual responsibilities 
  • Develop schedules and methods for measuring results and success metrics
  • Prepare and document requests and conduct necessary team meetings to ensure all participating members are aligned: 
    • Coordinate internal resources for the flawless execution of projects 
    • Measure, track and report progress to management 
    • Create and maintain comprehensive documentation that includes but is not limited to; requirements, training collateral, methods of procedure, status reports etc.
    • Coordinate and ensure successful project enablement to the business 
  • Coordinate/Assist in maintaining feature request intake 
  • Coordinate/Assist in project/feature prioritization activities
  • Coordinate/Assist in backlog grooming
  • Coordinate/Assist in sprint planning
  • Coordinate/Assist in release planning
  • Coordinate/Assist in development of projects
  • Coordinate/Assist in UAT/Smoke Testing
  • Coordinate/Assist in Production validation testing
  • Serve as business liaison to IT on reporting, tracking and resolving system issues
  • Provide consistent and effective communications to varying levels of business throughout all phases of assigned projects

Requirements: 

  • Bachelor's degree in a technical field or equivalent practical experience
  • 5+ years of experience in Customer Support Operations
  • Strong background in supporting Salesforce Service Cloud Lightning projects
  • Proven working experience in handling multiple projects 
  • Excellent client-facing and internal communication skills 
  • Excellent written and verbal communication skills 
  • Can-do attitude 
  • Strong working knowledge of Google Workspace a plus

#LI-MD1

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 federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.

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