Principal Program Manager, Service Readiness (NPI)

Zscaler
California
Workplace: RemoteFull timeUSD 150,500 - 215,000 annuallyFunction: Program & Project Management (PMO)Experience: 6+ yearsSkills: ["Owner mindset","Problem-solving","High-trust collaboration","Clear communication","Strategic thinking"]

Own service readiness for new product launches, building and executing NPI plans that align product development with customer success operations. Develop training, knowledge base updates, and operational procedures, coordinate cross-functional transitions, and resolve launch-time risks across systems, SLAs, and escalation pathways. Track KPIs and customer feedback post-launch to drive continuous service improvements for a global customer success organization.

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FursaFursa
Zscaler
Zscaler
2 days ago

Principal Program Manager, Service Readiness (NPI)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own service readiness for new product launches, building and executing NPI plans that align product development with customer success operations. Develop training, knowledge base updates, and operational procedures, coordinate cross-functional transitions, and resolve launch-time risks across systems, SLAs, and escalation pathways. Track KPIs and customer feedback post-launch to drive continuous service improvements for a global customer success organization.
Location: California
Workplace: Remote
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Sr. Manager level

Key Responsibilities

  • •Develop and execute service readiness plans for new product launches, including training materials, knowledge base updates, and operational procedures.
  • •Collaborate with product development, engineering, and customer success teams to ensure a seamless transition from launch to customer service.
  • •Identify potential customer challenges in new products and address them through resourcing, process development, and escalation procedures.
  • •Address operational challenges including system configurations, service level agreements, and escalation pathways.
  • •Monitor KPIs and customer feedback post-launch to drive service improvements.

Pay and Benefits

Salary: USD 150,500 - 215,000 annually
Perks:Health InsurancePaid LeaveParental LeaveLearning Budget

Key Requirements

  • •U.S. citizenship due to the nature of the customers assigned to this role.
  • •6+ years of NPI experience within customer success/support.
  • •Strong understanding of product development lifecycles and technical product features.
  • •Experience leveraging AI technologies to optimize outcomes within your functional domain, including integrating new tools into daily workflows.
  • •Proficiency with tools such as Salesforce, Asana, JIRA, Confluence, and Google Suite, plus excellent organizational and communication skills.
Experience:6+ yearsCustomer successCustomer supportNew product introduction (NPI)AI technologiesTechnical product featuresCross-functional launches
Skills:Owner mindsetProblem-solvingHigh-trust collaborationClear communicationStrategic thinking
Languages:English
Tech Stack:SalesforceAsanaJIRAConfluenceGoogle Suite

Eligibility

Nationality:US National

Company Brief

Zscaler
Provides cloud-native security platform delivering secure access, threat protection, and zero trust services to organizations, enabling secure internet and private application access without traditional network appliances.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2007
WebsiteLinkedIn