Sr. Director, Strategy & Operations

About the role

You will own the end-to-end strategy and delivery operations for the global Customer Success organization at Zscaler. This role requires you to leverage AI as a core tool to amplify your impact and decision-making across all workflows. You will drive operational rigor and business discipline through planning excellence and cross-functional engagement. Your focus will be on improving business performance, scalability, and customer outcomes. You will act as a key partner to Sales, Product, Finance, IT, and Engineering. You will build and manage strategic relationships with vendors and service providers. You will ensure alignment between customer needs and internal capabilities. You will champion a culture of execution centered on customer obsession and accountability.

Key facts

What you'll do

Lead Strategy and Delivery Operations for the Customer Success organization, taking full ownership of CS Business Operations, Services Portfolio Management, NPI, and Vendor Management.

Drive operational rigor and business discipline across the organization, owning the cadence for Quarterly Business Reviews (QBRs), Annual Operating Planning (AOP), business meetings, and executive performance reviews.

Partner with Finance and Customer Success leadership on resource planning, capacity planning, and investment prioritization to ensure the business is positioned to scale effectively and meet future demands.

Identify and lead opportunities to apply AI, automation, and data-driven insights across Customer Success operations to improve decision-making, streamline workflows, increase team productivity, and enhance the customer experience.

Serve as a key cross-functional partner to Sales, Product, Finance, IT, and Engineering, representing Customer Success needs and driving alignment across the broader business ecosystem.

Own the management of the services portfolio and oversee the implementation of new initiatives that support customer success and retention.

Develop and maintain strong vendor relationships, ensuring that third-party services align with Zscaler's standards for quality, security, and scalability.

Analyze operational performance metrics to identify trends, root causes, and areas for improvement, translating insights into actionable plans.

Champion the use of intelligent systems and AI-forward tools to stay ahead of evolving threats and internal process challenges.

Act as a strategic advisor to executive leadership, providing data-backed recommendations that shape the future of customer success operations.

Requirements

You demonstrate curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving in a professional setting.

You have experience in Strategy & Operations, Business Operations, Customer Success, or a related field, with a track record of driving operational excellence in a high-growth environment.

You are comfortable building the path as you walk it in a dynamic environment, seeing ambiguity as the raw material to build something meaningful and actionable.

You act like an owner with a passion for the mission that fuels your bias for action, operating with integrity and navigating seamlessly between high-level strategy and hands-on execution.

You are a problem-solver who seeks out challenges and is energized by finding solutions, knowing that solving hard problems delivers the biggest impact for the business and its customers.

You are a learner with a true growth mindset, actively seeking feedback to develop yourself, become a stronger teammate, and work with purpose and dedication.

You are a high-trust collaborator who is ambitious for the team, embracing ongoing candor, clarity, and respect to earn trust and build strong, lasting partnerships.

You have strong written and verbal communication skills, enabling you to convey complex ideas clearly to both technical and non-technical stakeholders.

You are highly organized, with the ability to manage multiple priorities and deadlines in a fast-paced, dynamic remote environment.

Practical notes

The role is remote, providing flexibility in work location within the USA. There are no specified hours, travel requirements, visa constraints, or application deadlines mentioned in the source material. You are expected to engage with the role on an ongoing basis, aligning with the operational needs of a global Customer Success organization. The compensation details are not provided in the source, so no pay scale or benefits outline is included on this page. You will be expected to uphold Zscaler's values of transparency, customer obsession, and accountability in every interaction. The position requires a proactive approach to identifying opportunities and implementing improvements without direct supervision. Success in this role will be measured by your ability to drive execution, influence cross-functional outcomes, and contribute to measurable improvements in customer satisfaction and operational efficiency. You will report directly to the VP, Strategy & Operations, Customer Success, ensuring a clear line of accountability and impact. This is your opportunity to shape the future of how Customer Success operations function in a security-first, AI-forward enterprise.