Principal Program Manager

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange™️ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler .

Role

We are looking for a Principal Program Manager to join our team. This is a Remote role in the Customer Success PMO & Systems department. As a Principal Program Manager, you will serve as the connective tissue between strategy and execution, leading cross-functional strategic programs across Professional Services, Technical Success, and Support to improve customer outcomes, operational performance, and business impact.
What you’ll do (Role Expectations)

- Lead end-to-end strategic programs from planning to execution for complex multi-workstream Customer Success initiatives

- Drive accountability across distributed teams to establish program charters, success metrics, milestones, and governance frameworks that keep complex programs on track from kickoff through delivery enablement

- Ensure clear ownership, timelines, and commitments across cross-functional teams to reliably meet organizational goals

- Apply rigorous critical thinking and data-driven analysis to diagnose program health, surface and manage risks, and recommend evidence-backed course corrections

- Create and drive program charters, RACI, success metrics/OKRs, milestones, and executive readouts to keep decisions unblocked and progress visible

Who You Are (Success Profile)

- You thrive in ambiguity by comfortably building the path as you walk it, viewing unstructured environments as the raw material to build something meaningful.

- You act like an owner with a strong bias for action, navigating seamlessly between high-level strategy and hands-on execution.

- You are a high-trust collaborator who embraces a challenge culture with clear, respectful feedback to build trust and elevate team performance.

- You champion simplicity by distilling complex technical concepts, user needs, and cross-functional friction into actionable, focused plans.

- You are data-driven, leveraging analytics and evidence over assumptions to evaluate program health and guide smart decisions.

What We’re Looking for (Minimum Qualifications)

- 8+ years of experience in program management, business operations, Customer Success/Services operations, or related roles

- Demonstrated success leading complex, cross-functional, multi-workstream programs spanning multiple quarters from planning through execution and operational adoption

- Proven ability to establish and run program governance, including program charters, success metrics/KPIs, milestone plans, operating cadence, and risk/dependency management

- Strong executive exposure and partnership, with experience supporting Director/VP/SVP stakeholders through clear problem framing, tradeoffs, decision facilitation, and executive-ready status reporting

- Strong analytical rigor and critical thinking skills, with a track record of using data to assess program health and recommend evidence-based course corrections

- Foundational understanding of AI/ML technologies and experienc