Focal Operations Manager

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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 Focal Operations Manager as an individual contributor to join our team in a hybrid capacity in Bangalore or Mohali, reporting to the Focal Support Leader. As a Focal Operations Manager (FOM), you will drive operational efficiency and ownership of the customer experience by overseeing the daily operations of Focal Support work. You will ensure service commitments and SLAs are consistently met for the Focal service offering. What you'll do (Role Expectations) Represent customer needs to post-sales support teams and stakeholders while acting as the key point of contact for operational issues via regular internal and external cadences Monitor day-to-day Focal Support workflows, including case intake, triage, and escalations, to ensure the team meets established goals and organizational standards Track SLA adherence and service commitments to identify risks early and drive timely actions to prevent misses across covered accounts Partner with Support Engineers and customers to ensure technical engagement and produce regular operational dashboards regarding backlog health, aging, and key risks for QBRs Lead customer onboarding into Focal services and manage the resolution process for Focal Accounts, including the completion of light RCAs and action plans for any Defcons Who You Are (Success Profile) You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what's needed, navigating seamlessly between high-level strategy and hands-on execution. You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact. You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback-knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. You are a learner. You have a true growth mindset and never stop developing yourself, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. You are data-driven. You use data and analytics to find the truth, measure what matters, and guide informed decisions. You value evidence over assumptions, replacing "I think" with "I know" to drive better outcomes. What We're Looking for (Minimum Qualifications) Bachelor's degree with 5+ years of professional experience, including at least 2 years in a Customer Support organization or Technical Support Operations Working knowledge of SLAs, ticket lifecycle management, and support metrics such as backlog, aging, and resolution timelines Strong understanding of networking (TCP/IP, DNS, VPNs, HTTP/HTTPS, proxies, firewalls) and experience with cloud-based services or cybersecurity products (SASE, Zero Trust, SWG, ZTNA, CASB, FWaaS, etc) Proven ability to coordinate complex initiatives across technical teams and stakeholders, ensuring seamless follow-through and delivering structured, concise status updates Proficiency with support tooling, such as Salesforce Service Cloud, along with experience in dashboards, reporting, and spreadsheets What Will Make You Stand Out (Preferred Qualifications) Familiarity with incident and problem management practices and customer-facing communication cadences Experience supporting premium support, named account, or entitlement-based off

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