Principal Program Manager, Service Readiness (NPI)

Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability.

We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

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

Who You Are (Success Profile)

• 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 champion simplicity. You are skilled at distilling complex problems, user needs, and technical concepts into clear, simple, and actionable plans. You are a precise communicator who