Zscaler accelerates digital transformation to ensure customers can be more agile, efficient, resilient, and secure
Job Summary
Zscaler accelerates digital transformation to ensure customers can be more agile, efficient, resilient, and secure.
As a Focal Operations Manager, you will drive operational efficiency and ownership of the customer experience by overseeing the daily operations of Focal Support work.
We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging.
Matching Summary
Zscaler accelerates digital transformation to ensure customers can be more agile, efficient, resilient, and secure.
Skills & Requirements
Must-have
Oversee daily operations of Focal Support
Ensure service commitments and SLAs are met
Track SLA adherence and service commitments
Partner with Support Engineers and customers
Lead customer onboarding into Focal services
Nice-to-have
Act like an owner with integrity
High-trust collaborator with candor
Growth mindset and continuous learning
Data-driven decision making
Key Requirements
6+ years of professional experience
2+ years in Customer Support or Technical Support Operations
Working knowledge of SLAs and support metrics
Proficiency with support tooling like Salesforce Service Cloud