Principal Program Manager, Service Readiness (NPI)

📋 Description

• Lead operational readiness for new product launches across the global CS team
• Bridge product development and customer support to enable successful launches
• Develop and execute service readiness plans, including training, knowledge updates, and procedures
• Collaborate with product, engineering, and CS teams to ensure seamless launch to service transition
• Identify and address customer challenges through resourcing, processes, and escalation paths
• Monitor KPIs and post-launch feedback to drive improvements

🎯 Requirements

• 6+ years of NPI experience within customer success/support
• Foundational understanding of AI technologies and experience with AI-driven solutions
• Demonstrated curiosity and adoption of new AI tools to enhance workflows
• U.S. citizenship due to customer requirements
• Strong understanding of product development lifecycles and technical features
• Excellent organizational, communication, and collaboration skills; proficient with Salesforce

🎁 Benefits

• Health plans, vacation/sick time, parental leave, retirement options, and education reimbursement
• In-office perks and more
• Learn about hybrid working model and benefits here: https://www.zscaler.com/candidate-resource-hub