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 200+ public data centers globally and thousands of private sites 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 Sr. Staff Technical Program Manager – Service Health to join our team. This is a Hybrid role, 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. What you’ll do (Role Expectations) - Own the company-wide Service Health Program from strategy through execution, defining charters, roadmaps, and success metrics across the Zero Trust Exchange - Establish and govern service health practices by defining SLIs, SLOs, and error budgets to operationalize decision frameworks that balance feature velocity with reliability - Drive Critical User Journey (CUJ) and Lighthouse signal adoption, converting operational alerts into explicit decisions and measurable engineering outcomes - Build the service health source of truth by implementing continuous measurement dashboards across security, defects, incidents, capacity, availability, and latency - Run continuous operating cadences and cross-organizational programs to standardize intake, prioritization, delivery tracking, and post-delivery verification at scale Who You Are (Success Profile) - Think at scale, connecting day-to-day execution to the overarching company mission, building durable processes and solutions designed for a high-growth global organization. - Champion simplicity by distilling complex technical challenges, user needs, and operational concepts into clear, actionable plans that align teams. - Act with a data-driven mindset, leveraging metrics, telemetry, and evidence to establish truth, measure what matters, and guide informed decisions. - Operate like an owner with a strong bias for action and high integrity, moving seamlessly between strategic planning and hands-on execution. - Build high-trust collaboration, fostering alignment across engineering and leadership teams through transparent communication, constructive feedback, and shared accountability. What We’re Looking for (Minimum Qualifications) - Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving - 8+ years in Technical Program Management, Production Engineering, or similar roles in large-scale, distributed systems - Deep experience with SLIs/SLOs, error budgets, and service health practices with demonstrable outcomes improving availability, latency, and durability - Proven leadership of cross-functional programs driving production service health at global scale across multi-product, multi-cloud, or multi-region environments - Strong data fluency across instrumentation, metrics pipelines, synthetic monitoring, and executive dashboards to translate signal into actionable outcomes - Track record of influencing engineers, managers, and senior leadership through clear tradeoff framing, written updates, and decision facilitation What Will Make You Stand Out (Preferred Qualifications) - Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency - Background partnering with Production Engineering on incident, problem, and post-incident programs, including RCA quality and preventive action systems - Experience implementing operating cadences for service health reviews and OKRs across multiple product lines within networking or cybersecurity domains - Familiarity with capacity planning, staged rollout safety guardrails, and reliability engineering practices such as SRE or ITIL #LI-CM3 #LI-Hybrid 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 $143,500 — $205,000 USD 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.