About this role
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.
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 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.
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)
• 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.
• You champion simplicity. You excel at distilling complex technical challenges, user needs, and operational concepts into clear, actionable plans that align teams.
• You are data-driven. You leverage metrics, telemet