Disha Sharma

Dynamic and result-driven Business System Product/Program manager with overall 7 years of experience. 3+ Years owning product strategy, roadmap, and execution for customer-facing platforms.

Experience in project management, program delivery, and digital transformation for Global SaaS platforms. Adept at leading cross-functional teams to on-time delivery, sprint planning, resource allocation, risk and change management, defining product strategies, roadmaps and driving end-to-end implementation of business system initiatives that enhance customer experience and operational efficiency in infrastructure projects and cloud environments.

Demonstrated success in delivering complex digital programs, optimizing CX support platform, and executing data-driven process improvements that consistently improve self-service, case deflection, and engagement metrics. Recognized for strategic problem-solving, stakeholder collaboration, and a strong track record of driving measurable business impact through innovation and execution excellence.

I currently work as a Business System Product Associate at Zscaler, owning product vision, strategy, and roadmap for customer-facing business systems and support portal experiences. My background combines end-to-end delivery of digital initiatives, agile execution, and data-driven optimization of CX platforms, self-service, and federated search.

Product and program leadership

Over the last 3+ years, I have driven product strategy and execution for Zscaler’s customer support portal and Salesforce Service Cloud workflows, including epics, user stories, PRDs, UAT, and go-live coordination across multiple teams. I have lead cross-functional collaboration with engineering, design, IT, and operations to deliver scalable features, manage risk and change, and measure impact through clear KPIs like case deflection, self-service adoption, and engagement.

Customer experience and digital transformation

I have repeatedly improved CX by launching major portal releases, revamping incident and case submission experiences, and implementing AI-powered federated search and guided experiences, delivering measurable gains in engagement, case deflection, and reduced escalations. My work includes content and search optimization, workflow automation, and system integrations that enhance both customer journeys and internal support efficiency.

Technical support and operations foundation

Earlier in my career, i have progressed from Customer Service Engineer to Senior Customer Service Engineer at Zscaler, managing critical incidents, escalations, and shift operations while mentoring engineers and driving automation in Salesforce-based processes. This hands-on support and operations background underpins my product decisions with deep understanding of customer pain points, technical constraints, and support metrics.

Tools, domain, and recognition

Proficient with tools such as Jira, Confluence, Salesforce Service Cloud, Asana, and collaboration suites, and regularly work with FIGMA assets and structured documentation (BRD/FRD/PRD). Impact has been recognized through multiple awards at Zscaler for customer obsession, team performance, and excellence, reflecting your consistent delivery of high-impact outcomes.

Bachelor of Technology (B.Tech) – Electronics and Communication

Bhagat Phool Singh Mahila Vishwavidyalaya (BPSMV), Sonipat | 2017 | 79.4%