Principal Program Manager, Service Readiness (NPI)

Zscaler

5h•$150,500 - $215,000•Remote

About The Position

Zscaler is accelerating digital transformation to ensure customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, Zscaler is constantly pushing the envelope, leveraging the world’s largest security data lake to power its cloud-native Zero Trust Exchange platform. This innovation protects customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. The company seeks innovators who actively use AI to amplify their impact and who thrive in an environment where intelligent systems are leveraged to stay ahead of evolving threats. Zscaler believes in transparency and values constructive, honest debate, focusing on getting to the best ideas, faster. They build high-performing teams that can make an impact quickly and with high quality, centered on customer obsession, collaboration, ownership, and accountability. The company values high-impact, high-accountability with a sense of urgency where employees are enabled to do their best work and embrace their potential. This role is for a Principal Program Manager, Service Readiness (New Product Introduction - NPI) to join the team. This is a Remote - CA role, reporting to the VP of Strategy & Operations in the Customer Success organization. In this strategic role, the individual will lead the operational readiness of Zscaler's newest product offerings, ensuring the global Customer Success team is fully equipped to deliver high-impact experiences. By seamlessly bridging product development and customer support, the individual will drive the launch strategies that enable customers to adopt and maximize Zscaler’s cutting-edge technology.

Requirements

U.S. citizenship due to the nature of the customers assigned to this role
Foundational understanding of AI technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
6+ years of NPI experience within customer success/support
Strong understanding of product development lifecycles and technical product features
Excellent organizational, communication, and collaboration skills, with proficiency in tools such as Salesforce, Asana, JIRA, Confluence, and Google Suite

Nice To Haves

Familiarity with AI-driven customer support platforms or predictive ticket routing systems to optimize service readiness workflows
Experience implementing AI-assisted project management tools to streamline cross-functional NPI tracking and stakeholder collaboration

Responsibilities

Developing and executing service readiness plans for new product launches, including training materials, knowledge base updates, and operational procedures
Collaborating with product development, engineering, and customer success teams to ensure a seamless transition from launch to customer service
Identifying potential customer challenges in new products and addressing them through resourcing, process development, and escalation procedures
Addressing operational challenges such as system configurations, service level agreements, and escalation pathways
Monitoring key performance indicators (KPIs) and customer feedback post-launch to drive service improvements