Principal Program Manager, Service Readiness (NPI)

Role Description

We are looking for a Principal Program Manager, Service Readiness (New Product Introduction - NPI) to join our team. This is a Remote - CA role, reporting to the VP of Strategy & Operations in the Customer Success organization.

In this strategic role, you will lead the operational readiness of our newest product offerings, ensuring our global Customer Success team is fully equipped to deliver high-impact experiences. By seamlessly bridging product development and customer support, you will drive the launch strategies that enable customers to adopt and maximize Zscaler’s cutting-edge technology.

What you’ll do (Role Expectations)

• Developing and executing service readiness plans for new product launches, including training materials, knowledge base updates, and operational procedures.
• Collaborating with product development, engineering, and customer success teams to ensure a seamless transition from launch to customer service.
• Identifying potential customer challenges in new products and addressing them through resourcing, process development, and escalation procedures.
• Addressing operational challenges such as system configurations, service level agreements, and escalation pathways.
• Monitoring key performance indicators (KPIs) and customer feedback post-launch to drive service improvements.

Qualifications

• U.S. citizenship due to the nature of the customers assigned to this role.
• Foundational understanding of AI technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain.
• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving.
• 6+ years of NPI experience within customer success/support.
• Strong understanding of product development lifecycles and technical product features.
• Excellent organizational, communication, and collaboration skills, with proficiency in tools such as Salesforce, Asana, JIRA, Confluence, and Google Suite.

Requirements

• Familiarity with AI-driven customer support platforms or predictive ticket routing systems to optimize service readiness workflows.
• Experience implementing AI-assisted project management tools to streamline cross-functional NPI tracking and stakeholder collaboration.

Benefits

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