Director, Business Operations - Customer Success

About Zscaler 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. Role We are looking for a Director, Business Operations, Customer Success to join our team. This is a Remote role reporting to the Sr. Director, Strategy & Operations.. This role is critical to supporting the global Customer Success organization, with a primary focus on Customer Support, Technical Success, and Professional Services. You will help stand up and lead a newly created Business Operations function, establishing the operating model, team responsibilities, and business rhythms needed to support a growing post-sales organization. In this role, you will drive operational rigor across resource management, P&L management, planning, intake and prioritization, and executive business reviews, while partnering closely with Customer Success leadership and cross-functional stakeholders. What you’ll do (Role Expectations) 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 Who You Are (Success Profile) You thrive in ambiguity and are comfortable building the path as you walk it in a dynamic environment, seeing ambiguity as the raw material to build something meaningful. 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. What We’re Looking for (Minimum Qualifications) Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving 8+ years of experience in Business Operations within post-sales functions such as Professional Services, Customer Success, or Customer Support Experience leading teams and developing high-performing individuals in operational or business management environments Experience building a new function, operating model, or business process in a growing or evolving organization Strong experience with planning, resource management, P&L management, KPI development, executive reviews, and operating cadences Strong understanding of the customer journey and the operational needs of post-sales organizations in a high-growth B2B SaaS or technology environment What Will Make You Stand Out (Preferred Qualifications) Experience applying AI, automation, or advanced analytics to improve operational efficiency, business visibility, and customer outcomes within post-sales organizations Experience partnering closely with Finance on budget management, headcount planning, and business performance reviews Experience establishing or scaling monthly business reviews, QBRs, and AOP processes across multiple post-sales functions #LI-remote #LI-NH1 Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training. The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits. Base Pay Range $175,000—$250,000 USD 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 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. Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link. Pay Transparency Zscaler complies with all applicable federal, state, and local pay transparency rules. Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.