Position- Sr Manager, Support ReadinessLocation- Remote within United StatesZscaler 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:Develop a readiness plan and processes to ensure the Global Customer Services organization is ready to help customers with new products and major featuresRepresent GCS at release team meetings for NPI and major SW releasesCollaborate with the Go to Market enablement teams to align on NPI content, training, and deliveryRun multiple readiness projects to ensure all NPI/NFI items are completed on timeCollaborate with technical team members to ensure training from Engineering includes appropriate troubleshooting contentProvide GCS organizational oversight on projects related to Voice of the Customer such as product improvements for reliability and supportabilityBe the GCS expert on product and feature roadmapAccountable for the outcomes of the readiness program and making continuous improvements as neededQualifications:10+ years support or enablement experience in high growth companiesDemonstrated ability to work with leadership in a customer services organization, as well as build trusted relationships across a diverse range of stakeholdersAbility to manage multiple concurrent projects to ensure on-time delivery and qualityStrong analytical skills to assess the root cause of the problem and develop the appropriate solutionAdvanced knowledge of Google Office SuiteExperience with project management systems e.g. Asana or otherHighly innovative and analytical with exceptional problem-solving skillsResourceful with a notable ability to execute with little supervisionAble to adjust to multiple demands, shifting priorities, ambiguity, and rapid changeAbility to initiate and build relationships with people in an open, friendly, and accepting manner#LI-YC2#LI-Remote
