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Sr. Manager
GCS Strategy and Operations
Posted on 12/18/2022
INACTIVE
Locations
San Jose, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
JIRA
Management
Salesforce
Tableau
Communications
Requirements
  • Minimum 5 years total experience leading teams in a software, SaaS, or systems integration environment
  • Minimum 5 years hands-on project management experience or team leadership
  • Experience in the integration of support software technologies, particularly Support Case
  • Management and omni-channel Contact Center applications, managing initiatives from start to finish
  • Experience managing Contact Center applications required. Genesys
  • PureConnect or PureCloud experience preferred
  • Experience with Case Management applications from both the business
  • Standpoint and integration with Contact Center applications
  • Minimum 2 years hands-on Scrum Master experience in a software systems integration for a SaaS environment
  • Hands-on experience project managing an initiative from start to finish
  • Excellent verbal and written communication; skilled with communication at all levels
  • Strong leadership skills; including ability to influence without authority
  • Strong technical acumen or expertise with software development lifecycles
  • Thrives in a fast-paced environment with a high rate of change
  • Bachelors degree
  • Familiarity with Salesforce Service Cloud, JIRA, Tableau, preferred
  • Contact Center fundamentals (Omnichannel, ACD, AI, Chat, WFM, Quality
  • Management, telephony and metrics)
  • Ability to travel
Responsibilities
  • Structure, kick-off, and run continuous and/or time-bound programs by clarifying priorities, enabling the execution of deliverables, defining program process flows, and owning adoption
  • Provide guidance to the team in project managing various initiatives within and beyond Customer Support, across multiple teams; taking a hands-on and proactive approachto remove impediments, introduce efficiencies, and provide workflow solutions
  • Lead the introduction of new processes / workflows, by bringing proposed solutions to the teams and rolling them out in an iterative manner
  • Build and maintain alignment across multiple teams for keeping a focus on execution, continuous improvement, and operational excellence
  • Anticipate and mitigate risks - by having close involvement with teams' goals and challenges, applying past experience, and keeping the big picture in mind
  • Provide clear and crisp transparency on the status and progress of initiatives
  • Create and manage models to forecast team headcount for each fiscal year
  • Collaborate closely with cross-functional teams to successfully execute on projects
  • Proactively drive scalability initiatives to help teams function at higher levels of efficiency
Desired Qualifications
  • Knowledge of web services and API's is a plus
Zscaler

5,001-10,000 employees

Cloud-based information security company
Company Overview
Zscaler’s mission is to empower organizations to realize the full potential of the cloud and mobility by securely connecting users to applications from any device, anywhere. The company has pioneered a security cloud that has shifted architectural design and approach to network security. With their unique security cloud, the company has created a Zero Trust Exchange platform with their security cloud to enable businesses to reduce cost, risk, simplify IT, and increase business agility.
Benefits
  • Comprehensive health plans
  • Supportive parental & family leave
  • On-demand learning & development
  • Company-sponsored volunteering
  • Global tuition assistance program
  • Guilt-free paid time off
Company Core Values
  • Teamwork
  • Open Communication
  • Passion
  • Innovation
  • Customer Obsession