Job details

Director of IT Operations, Digital Employee Experience

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler.

Our general and administrative teams help to support and scale our great company. Whether striving to grow our workforce, nurture an amazing culture and work environment, support our financial and legal operations, or maintain our global infrastructure, the G&A team provides a foundation for growth. Put your passion, drive and expertise to work with the world's cloud security leader.

The Director of IT Operations for Digital Employee Experience will drive a best-in-class digital work environment through leadership of Global IT Service Management, Global Help Desk Support, End-User Engineering, IT Asset management, and the Employee Experience ecosystem. You will ensure seamless, reliable, and scalable IT operations across all employee-facing technology platforms and services. You will play a crucial role in defining and executing strategic initiatives to improve digital tools, enhance service quality, and improve the digital workplace experience. Reporting to the Vice President- Digital Employee Experience, you will:

Collaborate with leaders in other IT and business areas to ensure IT services meet and exceed the evolving needs for all employees globally. Oversee the operation of a 24/7 global help desk and onsite support, ensuring that employees receive effective support across company locations.
Establish and maintain an efficient global asset management system to manage the lifecycle of IT assets, ensuring cost-effectiveness, compliance, and alignment with company policies. Incorporate job architecture to drive standards.
Lead IT Service Management initiatives, overseeing knowledge, incident, and service request processes to ensure efficient, high-quality responses to employee needs. Emphasis on continuous service improvement across ITSM processes and Knowledge Management for Enterprise IT.
Implement KPIs to monitor, evaluate, and optimize IT Operations performance, employee satisfaction, and operational efficiency.
Develop and implement a flexible, scalable approach to event support to address varying requirements while ensuring standard IT operations continue smoothly.

What We're Looking for (Minimum Qualifications)

10+ years of progressive experience in IT operations, with a strong background in managing digital employee experience initiatives, ITSM, and global support functions and teams.
Knowledge of Information Technology Infrastructure Library (ITIL) practices and experience with IT service management.
Exceptional communication, strategic thinking, and problem-solving skills, with a focus on delivering exceptional employee experience.
Ability to work in a fast-paced, dynamic environment with an emphasis on continuous improvement and experience advancing digital experiences.

What Will Make You Stand Out (Preferred Qualifications)

Global Service Delivery Expertise -Experience designing and executing IT service delivery on a global scale, including establishing and standardizing regional and enterprise support processes across diverse geographies
Enterprise Asset Management Leadership: Experience developing enterprise-level incident and asset management frameworks, ensuring proactive lifecycle asset management. Done this at scale.
Knowledge Management: Built best in class knowledge management with prescriptive methodology for organizational adoption and scale. Layering automation and ML/AI technology for case deflection and improved employee experience.

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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

$161,000—$230,000 USD

At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

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!

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 proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration 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 characteristics 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. For additional information about the federal requirements, click here.

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.

Average salary estimate

$195500 / YEARLY (est.)

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$161000K

$230000K

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What You Should Know About Director of IT Operations, Digital Employee Experience, Zscaler

Join Zscaler as the Director of IT Operations for Digital Employee Experience in San Jose, California, and take your career to the next level! With a mission to make the cloud a safe and enjoyable space for enterprise users, Zscaler has established itself as a leader in the industry, serving thousands of global customers, including 40% of Fortune 500 companies. In this pivotal role, you'll spearhead initiatives that enhance the digital workplace experience for employees around the world. You will oversee Global IT Service Management and Global Help Desk Support, ensuring seamless operations that align with our innovative vision. Your expertise will be vital in developing strategic initiatives that improve digital tools, elevate service quality, and foster a collaborative work environment. You will work closely with leaders across IT and business areas, implementing key performance indicators to monitor and enhance IT operations and employee satisfaction. At Zscaler, you'll not only manage IT assets but also play a crucial part in establishing a culture of continuous improvement in service delivery. If you're a strategic thinker with a passion for driving digital transformation and creating an exceptional employee experience, you'll fit right in with our talented team. Come and make a difference with Zscaler, where innovation and collaboration meet!

Frequently Asked Questions (FAQs) for Director of IT Operations, Digital Employee Experience Role at Zscaler

What does the Director of IT Operations at Zscaler focus on?

The Director of IT Operations at Zscaler focuses on enhancing the digital employee experience by managing global IT service management, overseeing help desk support, ensuring effective end-user engineering, and optimizing IT asset management.