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    Sr. Services Excellence Learning Manager Raleigh, NC Customer Services - Zscaler

    Zscaler
    Zscaler Raleigh, United States

    6 days ago

    Default job background
    Description

    **Sr. Services Excellence Learning Manager**

    Raleigh, NC, USA

    Employees can work remotely

    Full-time

    Department: Customer Services

    **Company Description**

    Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the companys cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

    With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances.

    Zscaler 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. Zscalers purpose-built security platform puts a companys defenses and controls where the connections occurthe internetso that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

    **Job Description**

    The Sr Services Excellence Learning Manager is responsible for the development, training, and growth of all Global Customer Services (GCS) Support and TAM members. The primary goal for this person is to ensure every member of the GCS team reaches full productivity as quickly as possible and continues a path of learning, skill building, and growth for the entirety of their tenure at Zscaler. They identify enablement opportunities for GCS by data analysis, an understanding of product life cycle, and collaboration across the organization. They bring the advanced level of knowledge surrounding program development, success measurement, and learning experience design. They are an expert at engaging all stakeholders across the different teams to ensure engineering release implementation is effective, scalable, and supportable.

    Responsibilities

    Develop GCS implementation training plans for new and existing Zscaler Products

    Represent GCS at release team meetings for New Product Introductions (NPI) and major SW releases

    Collaborate with the Go to Market enablement teams to align on NPI content, training, and delivery

    Work with GCS managers to create training programs for onboarding and succession planning purposes

    Work with customer training and certification teams to enhance content to include support troubleshooting and root cause analysis procedures

    Develop training and certification programs for Managed Service Providers responsible for L1 and L2 Support

    Create surveys to gauge employee satisfaction, training needs assessments and evaluations

    Create and maintain a library of role-based training content in the LMS

    Develop and produce knowledge checks, assessments, and hands-on exercises to measure trainingeffectiveness

    **Qualifications**

    8+ years training experience in high growth companies

    Demonstrated ability to work with leadership in a customer services organization, as well as build trusted relationships across a diverse range of stakeholders

    Ability to manage multiple concurrent projects to ensure on-time delivery and quality

    Experience designing and facilitating training content including eLearning, presentations, and learning paths

    Experience building and scaling onboarding, certification, and training curriculum programs in a fast-changing environment

    Expertise in adult learning principles and best practices

    Strong analytical skills to assess the root cause of the problem and develop the appropriate solution

    **Additional Information**

    All your information will be kept confidential according to EEO guidelines.

    #LI-DS1

    **What You Can Expect From Us:**

    An environment where you will be working on cutting edge technologies and architectures

    A fun, passionate and collaborative workplace

    Competitive salary and benefits, including equity

    Additional information about Zscaler (NASDAQ: ZS ) is available at .

    Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

    Sr. Services Excellence Learning Manager

    Raleigh, NC, USA

    Full-time

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