Senior Manager, AI-Driven Support & Digital Services (Remote)

Zscaler

United States

Remote

USD 150,500 - 215,000

Full time

14 days+

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Benefits offered by this job

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Job summary

Zscaler is seeking a Senior Manager, Support Excellence & Digital Services to lead AI-driven transformation across knowledge management, process optimization, and enablement. This remote USA role reports to the Director of Customer Success Initiatives and partners with Engineering, Product, and Operations to enhance customer experience and service delivery.

You will drive digital solutions, develop Centers of Excellence, and implement KCS best practices to improve efficiency, self-service, and

Qualifications

Bachelor’s degree in business, operations, or related field; Master’s preferred.
10+ years in support excellence, KCS, or digital services with leadership experience.
Experience collaborating with Engineering, Product, Operations, Enablement, and Training teams.
Strong knowledge management (KCS) and Lean/Six Sigma methodologies.
Experience deploying AI-powered support tools and transforming processes.

Responsibilities

Lead digital transformation and AI-powered support initiatives to optimize the case lifecycle and self-service adoption.
Oversee end-to-end process management lifecycle and Center of Excellence programs for operational readiness.
Drive enablement initiatives and cross-functionally partner with Engineering, Operations, and Product to improve product supportability.
Analyze case trends and customer pain points to inform training, product, and digital support strategies.
Lead the evolution of KCS practices to shorten resolution times and improve knowledge management.