Senior Manager, Support Excellence – Digital Services

Zscaler

Senior Manager supporting digital transformation and AI-powered initiatives at Zscaler. Leading efforts in knowledge management, process optimization, and customer support excellence.

Posted 7/30/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $150,500 - $215,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading digital transformation initiatives, optimizing case lifecycles, and implementing KCS practices to enhance knowledge management and customer outcomes. Proven ability to analyze operational data and collaborate cross-functionally to drive product supportability and process improvements.

Highest-signal resume keywords

Digital Transformation LeadershipKnowledge Management (KCS Methodology)Process Management (Lean / Six Sigma)AI/ML Technologies UnderstandingCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ManagementKnowledge ManagementAI/ML TechnologiesCase Trend AnalysisDigital Service SolutionsCustomer Experience TechnologiesOperational Metrics AnalysisSupport ExcellenceCustomer Support TransformationSelf-Service Adoption

Soft Skills

LeadershipAnalytical ThinkingInfluencing SkillsCollaborationCommunication

Certifications & Qualifications

Bachelor’s DegreeMaster’s Degree (Preferred)

Industry Keywords

Digital ServicesOperational ReadinessCenter of ExcellenceSupport EnablementCustomer Outcomes

About the role

Key responsibilities & impact

Lead digital transformation and AI-powered support initiatives to optimize the case lifecycle, self-service adoption, and customer outcomes
Oversee the end-to-end process management lifecycle, alignment with organizational goals, and Center of Excellence programs for operational readiness
Drive support enablement initiatives and partner cross-functionally across Engineering, Operations, and Product teams to influence product supportability
Analyze case trends, customer pain points, and operational data to translate findings into actionable recommendations for product, process, and digital support improvements
Lead the implementation and evolution of KCS practices across the organization to improve knowledge management and reduce resolution times

Requirements

What you’ll need

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
Bachelor’s degree in business administration, human resources, operations management, or a related field (Master’s preferred)
10+ years of experience in support excellence, KCS, process management, digital services, enablement, or customer support transformation, with at least 7 years in a leadership role
Strong expertise in knowledge management (KCS methodology), process management (Lean / Six Sigma), and digital service solutions or customer experience technologies
Experience working cross-functionally with Engineering, Product Management, Operations, Enablement, and Training teams to drive product supportability
Experience using case trend analysis, customer feedback, and operational metrics to influence training, process, product, and digital support strategies.

Benefits

Comp & perks

Various health plans
Time off plans for vacation and sick time
Parental leave options
Retirement options
Education reimbursement
In-office perks, and more!