Sr. Staff Technical Program Manager

Zscaler•San Jose, CA

1h•$143,500 - $205,000•Hybrid

About The Position

Zscaler is seeking a Sr. Staff Technical Program Manager – Service Health to lead the central Service Health Program across the Zero Trust Exchange. This role is for San Jose, CA (hybrid three days a week) reporting to the Senior Director of Site Reliability Engineering in the Cloud Operations department. You will define and govern service health metrics and operating cadences, align stakeholders, and leverage Critical User Journey (CUJ) and Lighthouse programs to drive durable operational improvements at global scale.

Requirements

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 in Technical Program Management, Production Engineering, or similar roles in large-scale, distributed systems
Deep experience with SLIs/SLOs, error budgets, and service health practices with demonstrable outcomes improving availability, latency, and durability
Proven leadership of cross-functional programs driving production service health at global scale across multi-product, multi-cloud, or multi-region environments
Strong data fluency across instrumentation, metrics pipelines, synthetic monitoring, and executive dashboards to translate signal into actionable outcomes
Track record of influencing engineers, managers, and senior leadership through clear tradeoff framing, written updates, and decision facilitation

Nice To Haves

Background partnering with Production Engineering on incident, problem, and post-incident programs, including RCA quality and preventive action systems
Experience implementing operating cadences for service health reviews and OKRs across multiple product lines within networking or cybersecurity domains
Familiarity with capacity planning, staged rollout safety guardrails, and reliability engineering practices such as SRE or ITIL

Responsibilities

Own the company-wide Service Health Program from strategy through execution, defining charters, roadmaps, and success metrics across the Zero Trust Exchange
Establish and govern service health practices by defining SLIs, SLOs, and error budgets to operationalize decision frameworks that balance feature velocity with reliability
Drive Critical User Journey (CUJ) and Lighthouse signal adoption, converting operational alerts into explicit decisions and measurable engineering outcomes
Build the service health source of truth by implementing continuous measurement dashboards across security, defects, incidents, capacity, availability, and latency
Run continuous operating cadences and cross-organizational programs to standardize intake, prioritization, delivery tracking, and post-delivery verification at scale