Sr. Staff Technical Program Manager

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

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