Zscaler - Focal Operations Manager

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution. • You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact. • You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. • You are a learner. You have a true growth mindset and never stop developing yourself, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. • You are data-driven. You use data and analytics to find the truth, measure what matters, and guide informed decisions. You value evidence over assumptions, replacing "I think" with "I know" to drive better outcomes. • Bachelor’s degree with 8+ years of professional experience, including at least 2 years in a Customer Support organization or Technical Support Operations • Working knowledge of SLAs, ticket lifecycle management, and support metrics such as backlog, aging, and resolution timelines • Strong ability to coordinate across technical teams and stakeholders with excellent follow-through • Professional written and verbal communication skills with the ability to produce concise, structured status updates • Proficiency with support tooling, such as Salesforce Service Cloud, along with experience in dashboards, reporting, and spreadsheets • Familiarity with incident and problem management practices and customer-facing communication cadences • Experience supporting premium support, named account, or entitlement-based offerings such as TAM or Focal-like programs • Ability to interpret technical context to drive routing and unblock progress, complemented by a base level of technical knowledge in ZIA, ZPA, ZCC, or ZDX • #LI-Hybrid #LIKM8 • At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure. • Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including: • Various health plans • Time off plans for vacation and sick time • Parental leave options • Retirement options • Education reimbursement • In-office perks, and more! • Learn more about Zscaler’s Future of Work strategy, hybrid working model, and benefits here. • By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.