Senior Manager, Business Applications Support

Role

We are looking for a Sr. Manager, Business Applications Support to join our IT Digital Employee Experience team, reporting to the Director, Business Applications Support and lead a high-performing team of 10 professionals supporting Zscaler's Revenue and GTM technology stack. This is not a traditional support management role. It is a strategic leadership position at the intersection of technology, business operations, and transformation.

The ideal candidate brings strong thought leadership, a bias for innovation, and the ability to translate business needs into scalable, automated, and intelligent solutions. You will be at the forefront of Zscaler's agentic AI transformation journey across Salesforce and connected platforms, while also playing a pivotal role in our Salesforce CPQ / Revenue Cloud.

What you'll do (Role Expectations)

• Lead the agentic automation roadmap for Sales, Channel, and Revenue Operations workflows in Salesforce, replacing manual, ticket-driven operations with intelligent, automated solutions.
• Lead the evaluation, execution, and potential migration from Salesforce CPQ to Revenue Cloud by partnering with Sales Operations, Finance, and IT Architecture teams.
• Coordinate cross-functional teams (Deal Desk, BSA, Dev) to oversee complex programs, platform transformations, acquisition integrations, and continuous CPQ process improvements.
• Manage, mentor, and develop a team of 10 Business Applications Support professionals, fostering a culture of ownership, accountability, and clear career growth pathways.
• Act as a key partner to Sales, Channel, and Revenue Operations leadership to align IT capabilities with business priorities through structured governance and executive reviews.

Who You Are (Success Profile)

• You bring strong thought leadership and a bias for innovation, with a passion for driving self-service, automation, and AI/ML applicability in business workflows.
• You have a deep understanding of CRM best practices, the Quote-to-Cash process, and how to translate complex business needs into scalable, automated technical solutions.
• You excel at fostering a customer-centric support culture, developing team talent, and setting clear goals to maintain high performance across a portfolio.
• You are highly skilled at driving stakeholder alignment, managing change across complex migration lifecycles, and representing technical teams in executive settings.
• You are comfortable establishing SOPs, governance frameworks, and runbooks while maintaining execution velocity during critical integrations and migrations.

What We're Looking for (Minimum Qualifications)

• 10-14 years of experience in Business Applications, CRM Operations, or IT Business Systems, including 5+ years of directly managing teams in technology or operations environments.
• Deep hands-on experience with Salesforce (Sales Cloud) alongside strong experience in Salesforce CPQ and/or Revenue Cloud migration and implementation.
• Solid technical experience working with Validation Rules, Workflows, Lightning Flows, Process Builders, Object Management, Security Models, FLS, Reports, and Dashboards.
• A proven track record of owning complex, cross-functional programs end-to-end while successfully engaging and influencing senior business stakeholders.
• Demonstrated experience driving self-service, automation, or agentic AI initiatives, paired with exceptional written and verbal communication skills tailored for executive environments.

What Will Make You Stand Out (Preferred Qualifications)

• Hands-on experience or familiarity with agentic AI frameworks and conversational AI platforms (e.g., Agentforce, Salesforce Einstein).
• Experience handling Contract Lifecycle Management (CLM) or advanced Revenue Cloud features such as usage-based billing and dynamic revenue orchestration.
• Prior experience supporting GTM or Revenue Operations inside a high-growth SaaS or technology company.
• Active Salesforce certifications (such as Revenue Cloud, CPQ Specialist, Administrator, or Platform Developer 1) along with a foundational knowledge of APEX development.