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Position- Sr Manager, Support Readiness
Location- Remote within United States
Zscaler is growing and evolving at a fast pace. The Global Customer Services (GCS) organization needs to keep ahead of the product curve so that it can be ready to help customers with their questions and issues about new Zscaler services. GCS is hiring a Sr Manager of Support Readiness to help us scale and stay abreast of the swift product development lifecycle. Delighting customers is our top priority and having a customer services team ready and enabled is key to achieving that objective.
The Sr Manager, Support Readiness is responsible for ensuring the GCS organization is trained and prepared for new Zscaler products and features. They will develop a New Product Introduction (NPI) and New Feature Introduction (NFI) process that addresses all readiness needs of GCS which includes technical product training and related skills, supportability, provisioning setup, documentation, and all operational aspects. They will be a strong leader in cross-functional projects, working with Product Management, Engineering/QA, Support leaders, Enablement leaders, and Operations leaders as stakeholders to ensure the requirements are completed on time. Having experience in the technical customer services industry is key to understanding the unique requirements of providing readiness to the support team.
This role will develop the NPI/NFI program as an Individual Contributor and build a readiness team based on the execution plan with a path to Director-level for the right candidate.
Responsibilities:
Qualifications:
#LI-YC2
#LI-Remote
Full Time
Software & Cloud Computing
$152k-193k (estimate)
03/05/2024
04/25/2024
zscaler.com
PENFIELD, NY
1,000 - 3,000
2008
Public
MICHAEL RUIZ
$200M - $500M
Software & Cloud Computing
Zscaler is a cloud-based information security firm that offers web security, automated threat forensics and malware protection services.