Sr. Staff Technical Program Manager

About this role

<div class="content-intro"><p data-pm-slice="1 1 []">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.</p> <p>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.</p></div><p><span style="font-size: 12pt;"><strong>Role</strong></span></p> <p><span style="font-size: 12pt;">We are looking for a Sr. Staff Technical Program Manager – Service Health to join our team. This role is for San Jose, CA (hybrid three days a week) reporting to the Senior Director of Site Reliability Engineering in the Cloud Operations department. Zscaler is seeking a Sr. Staff Technical Program Manager – Service Health to lead the central Service Health Program across the Zero Trust Exchange. You will define and govern service health metrics and operating cadences, align stakeholders, and leverage Critical User Journey (CUJ) and Lighthouse programs to drive durable operational improvements at global scale.</span></p> <p><span style="font-size: 12pt;"><strong>What you’ll do (Role Expectations)</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own the company-wide Service Health Program from strategy through execution, defining charters, roadmaps, and success metrics across the Zero Trust Exchange</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Establish and govern service health practices by defining SLIs, SLOs, and error budgets to operationalize decision frameworks that balance feature velocity with reliability</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Drive Critical User Journey (CUJ) and Lighthouse signal adoption, converting operational alerts into explicit decisions and measurable engineering outcomes</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Build the service health source of truth by implementing continuous measurement dashboards across security, defects, incidents, capacity, availability, and latency</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Run continuous operating cadences and cross-organizational programs to standardize intake, prioritization, delivery tracking, and post-delivery verification at scale</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Who You Are (Success Profile)</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You think at scale. You connect day-to-day execution to the overarching company mission, building durable processes and solutions designed for a high-growth global organization.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You champion simplicity. You excel at distilling complex technical challenges, user needs, and operational concepts into clear, actionable plans that align teams.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You are data-driven. You leverage metrics, telemetry, and evidence to establish truth, measure what matters, and guide informed decisions.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You act like an owner. You operate with a strong bias for action and high integrity, moving seamlessly between strategic planning and hands-on execution.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">You are a high-trust collaborator. You foster alignment across engineering and leadership teams through transparent communication, constructive feedback, and shared accountability.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>What We’re Looking for (Minimum Qualifications)</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">8+ years in Technical Program Management, Production Engineering, or similar roles in large-scale, distributed systems</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Deep experience with SLIs/SLOs, error budgets, and service health practices with demonstrable outcomes improving availability, latency, and durability</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Proven leadership of cross-functional programs driving production service health at global scale across multi-product, multi-cloud, or multi-region environments</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong data fluency across instrumentation, metrics pipelines, synthetic monitoring, and executive dashboards to translate signal into actionable outcomes</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Track record of influencing engineers, managers, and senior leadership through clear tradeoff framing, written updates, and decision facilitation</span></li> </ul> <p><span style="font-size: 12pt;"><strong>What Will Make You Stand Out (Preferred Qualifications)</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Background partnering with Production Engineering on incident, problem, and post-incident programs, including RCA quality and preventive action systems</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience implementing operating cadences for service health reviews and OKRs across multiple product lines within networking or cybersecurity domains</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Familiarity with capacity planning, staged rollout safety guardrails, and reliability engineering practices such as SRE or ITIL</span></li> </ul> <p><span style="font-size: 12pt;">#LI-CM3</span></p> <p><span style="font-size: 12pt;">#LI-Hybrid</span></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>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.</p> <p>The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.</p></div><div class="title">Base Pay Range</div><div class="pay-range"><span>$143,500</span><span class="divider">&mdash;</span><span>$205,000 USD</span></div></div></div><div class="content-conclusion"><p data-pm-slice="1 3 []">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.</p> <p>Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensi