Senior Program Manager, Service Readiness (New Product Introduction - NPI)

As a Senior Program Manager, Service Readiness at Zscaler, you'll be responsible for crafting and executing strategic service readiness plans for new product launches. This includes creating training materials, updating knowledge bases, and developing operational procedures. Your role also involves collaborating with cross-functional teams to ensure that the launch phases transition seamlessly into customer service operations, while proactively identifying and solving potential customer challenges.

To qualify for the Senior Program Manager, Service Readiness role at Zscaler, you should have at least six years of experience in a similar capacity within customer success or support. A strong understanding of product development lifecycles and technical product features is crucial, along with excellent organizational, communication, and collaboration skills. Familiarity with tools like Salesforce, Asana, and JIRA is also preferred.

At Zscaler, we ensure the success of new product launches by following a structured approach led by the Senior Program Manager, Service Readiness. This includes developing detailed readiness plans, collaborating with various departments, and actively monitoring key performance indicators and customer feedback post-launch to drive improvements. Our commitment to addressing customer challenges promptly ensures that our launches contribute positively to customer experience.

The work culture at Zscaler embraces inclusivity and collaboration, making it a great place for a Senior Program Manager, Service Readiness to thrive. You’ll be part of a dynamic team that fosters innovative thinking, encouraging every member to contribute their ideas and solutions. Zscaler also prioritizes personal and professional development, providing a supportive environment where employees can grow and succeed.

Zscaler is committed to the career development of its employees. As a Senior Program Manager in Service Readiness, you will have opportunities to expand your expertise through collaboration with various departments, tackle complex challenges, and lead high-impact projects. With Zscaler’s focus on innovation and growth, dedicated professionals can move up to senior leadership roles and contribute significantly to the company’s mission.

In answering this question, focus on specific examples from your previous roles that highlight your involvement in product launches. Discuss the planning, cross-functional collaboration, and outcomes of these launches, demonstrating your ability to deliver results under pressure.

Share your approach to gathering customer feedback and using that information to make actionable improvements. Emphasize your strategy for maintaining positive relationships with clients and how implementing feedback can enhance service readiness.

Discuss your proficiency in various project management tools such as Asana, JIRA, and Salesforce. Explain your preferred methodologies, like Agile or Waterfall, and how these tools help ensure projects stay on track and meet deadlines.

Utilize the STAR (Situation, Task, Action, Result) method to effectively narrate the challenge you faced, how you addressed it, and the successful outcome. This shows your problem-solving skills and your ability to manage risks.

Highlight your time management skills and decision-making process in prioritizing tasks. Discuss tools you use to organize your workflow, and give an example of a situation where this method led to a successful project.

Discuss your techniques for maintaining clear and open lines of communication among stakeholders. Highlight tools and regular meeting schedules, and emphasize the importance of feedback loops to drive successful collaboration.

Share your personal methods for staying motivated, such as setting personal goals, continuous learning, and finding inspiration within your team. Talk about how your passion for the industry drives you to innovate and overcome challenges.

Illustrate your data-driven approach by discussing how you utilize metrics and KPIs to inform your decisions. Provide examples of how data analysis has previously helped enhance project outcomes or customer satisfaction.

Explain your conflict resolution strategy and give a specific instance where you successfully mediated a disagreement. Highlight the importance of listening to all parties involved and finding a collaborative solution.

Discuss critical skills such as strategic planning, strong communication, conflict resolution, and adaptability. Relate these skills to how you would apply them in the Senior Program Manager, Service Readiness position at Zscaler.