Senior Manager, Support Excellence & Digital Services (Fully Remote)

Zscaler; Deutschland; Remote; EUR 120.000 - 160.000; Vollzeit

Zusammenfassung

Zscaler seeks a seasoned leader to head support excellence and digital initiatives. You will own AI-powered transformation of support, oversee Center of Excellence programs, and collaborate with Engineering and Product to optimize processes.

You will analyze operational data to translate insights into improvements and drive global cross-functional execution in a fast-paced environment.

Qualifikationen

• 10+ years in support excellence or similar, with strong KCS and process management expertise.
• Experience working cross-functionally with Engineering and Product teams.
• Foundational understanding of AI/ML technologies for support optimization.

Aufgaben

• Drive digital transformation and AI-powered support to enhance customer outcomes.
• Oversee process management, enablement, and Center of Excellence programs.
• Analyze operational data to translate findings into actionable improvements.

Kenntnisse

KCS

Process management

Cross-team collaboration

AI/ML awareness

Jobbeschreibung

• Lead the organization's support excellence and digital services initiatives.
• Report to the Director of Customer Support Strategic Initiatives.

What You'll Do:

• Drive digital transformation and AI-powered support to enhance customer outcomes.
• Oversee process management, enablement, and Center of Excellence programs.
• Analyze operational data to translate findings into actionable improvements.

Who You Are:

• Thrive in ambiguity and act like an owner with bias for action.
• Collaborate with high trust and embrace constructive feedback.
• Driven by innovation and think at scale in a global organization.

What We're Looking For:

• 10+ years in support excellence or similar, with strong KCS and process management expertise.
• Experience working cross-functionally with Engineering and Product teams.
• Foundational understanding of AI/ML technologies for support optimization.

Zscaler

Zscaler accelerates digital transformation with an AI-forward enterprise security platform, leveraging the world's largest security data lake to power its Zero Trust Exchange. They foster a culture of execution, customer obsession, and collaboration, with high-performing teams focused on impact and accountability.