Focal Operations Manager

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 youll 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 whats 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 feedbackknowing 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 >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.

  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!

  Learn more about Zscaler's hybrid working model and benefits here.

  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 committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered 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 characteristic 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.

  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.