Director, Business Operations
Job description
About the role
You will establish and lead the Business Operations function for Customer Success at Zscaler, defining clear roles, responsibilities, and operating mechanisms to support Support, Technical Success, and Professional Services. You will own and evolve the operating cadence for the business, including Monthly Business Reviews, Quarterly Business Reviews (QBRs), Annual Operating Planning (AOP), and executive performance reviews. In this capacity, you will partner with Finance and Customer Success leadership to streamline resource management, capacity planning, investment prioritization, and P&L management across the post-sales organization. You will build and operationalize key KPIs, dashboards, and performance insights that provide visibility into business health, team performance, and operational efficiency in partnership with cross-functional teams. You will drive headcount planning, budget visibility, and investment tracking to help leaders make sound, data-driven business decisions. You will build a high-performing team that can execute quickly with quality while embracing transparency and constructive, honest debate. You will ensure intake and prioritization processes are optimized and that executive business reviews drive actionable outcomes for customer success.
Key facts
What you'll do
Establish and lead the Business Operations function for Customer Success, defining clear roles, responsibilities, and operating mechanisms to support Support, Technical Success, and Professional Services.
Own and evolve the operating cadence for the business, including Monthly Business Reviews, Quarterly Business Reviews (QBRs), Annual Operating Planning (AOP), and executive performance reviews.
Partner with Finance and Customer Success leadership to streamline resource management, capacity planning, investment prioritization, and P&L management across the post-sales organization.
Drive headcount planning, budget visibility, and investment tracking to help leaders make sound, data-driven business decisions.
Build and operationalize key KPIs, dashboards, and performance insights that provide visibility into business health, team performance, and operational efficiency in partnership with cross-functional teams.
Build and manage a high-performing team by setting clear expectations, fostering collaboration, and enabling ownership among direct reports and stakeholders.
Implement structured intake and prioritization frameworks to ensure alignment between customer needs, business goals, and resource allocation.
Develop and maintain executive-level dashboards and reporting cadences to support transparent and timely decision-making.
Champion process rigor and continuous improvement across customer success operations to eliminate bottlenecks and enhance scalability.
Act as a strategic partner to Customer Success leadership, providing analysis, recommendations, and operational support to achieve mission-critical objectives.
Collaborate with cross-functional stakeholders, including Product, Sales, and Engineering, to ensure alignment on customer outcomes and operational effectiveness.
Drive the execution of Annual Operating Planning (AOP), Monthly Business Reviews, and Quarterly Business Reviews (QBRs) to track progress and adjust strategies as needed.
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.
You have 8+ years of relevant experience in business operations, finance, or a related field, with a track record of driving operational excellence in a fast-paced, growth environment.
You act like an owner with a passion for the mission that fuels your bias for action, operating with integrity and balancing strategic leadership with practical execution.
You are a problem-solver who runs toward challenges and is energized by building structure, discipline, and solutions where they do not yet exist.
You are a learner with a growth mindset, actively seeking feedback and continuously improving yourself, your team, and the way the business operates.
You are a high-trust collaborator who builds strong partnerships through clarity, candor, and follow-through.
You are comfortable building the path as you walk it in a dynamic environment, seeing ambiguity as the raw material to build something meaningful.
You thrive in ambiguity and are comfortable making decisions with incomplete information while maintaining accountability for outcomes.
Practical notes
The role is remote, and engagement details are to be confirmed as per source information. Compensation details are not provided in the source material. Applicants must meet the minimum qualifications outlined in the requirements section without exception. There are no specific deadlines or visa details mentioned in the source; interested candidates are encouraged to apply in accordance with Zscaler's standard hiring processes. Travel is not specified as a requirement for this position.