Head of Global Operations, Customer Support and Delivery

4 weeks ago

Santa Clara, United States Palo Alto Networks Full time
Job DescriptionJob DescriptionCompany Description

*Candidates MUST live in the Bay Area

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together

Job Description

Your Career

The Palo Alto Networks Global Customer Services organization plays a pivotal role in safeguarding businesses against evolving cyber threats. It offers an award-winning support system, providing access to technical experts and online resources around the clock. This organization is designed to protect business infrastructure with comprehensive support services, including Standard, Premium, and Platinum Support options, catering to diverse needs. 

As the Head of Operations for Support Services at Palo Alto Networks, the individual will play a crucial role in enhancing the efficiency and effectiveness of the support organization. This includes streamlining operations to rapidly resolve customer technical problems, ensuring critical cases are addressed within stringent timeframes, and leveraging advanced technologies like AI for problem-solving and case deflection. The Head of Operations will also be instrumental in establishing robust operating rigor and feedback mechanisms that inform product improvements and in driving initiatives to maintain high standards in customer support, aligned with the company's commitment to unparalleled service delivery.

Your Impact

Strategic Alignment and Operational Cadence

  • In partnership with the SVP of Global Support, play a critical in business strategy development
  • Translate business strategies into actionable deliverables to drive the right business outcomes and behavior
  • Align the operating cadence with the company's overall vision and strategy
  • Define and manage schedules for key meetings, ensuring focus on strategic priorities, key metrics, and problem-solving
  • Performance Analysis and Reporting
  • Regularly analyze team efficiency and performance metrics, identifying improvement areas
  • Prepare and distribute reports to senior management, highlighting key trends and indicators

Feedback and Improvement

  • Establish a feedback loop with Support Delivery Managers and Engineers for insights into customer issues and bottlenecks
  • Utilize this feedback to iteratively improve meeting structures, communication channels, and overall operational processes

Collaboration and Cross-Departmental Engagement

  • Foster collaboration between different departments, ensuring representation in relevant meetings and initiatives

Team Leadership and Development

  • Lead an organization of 15 across all three theaters, assessing and adapting the structure to meet business requirements and scalability

Adaptability and Flexibility

  • Build flexibility into operations to adapt to changing business conditions and priorities, while defining and tracking key metrics and KPIs in line with organizational goals
Qualifications

Your Experience

  • Strong background in Support Delivery or Professional Services, preferably in a tech or cybersecurity environment
  • Ability to develop and implement effective strategies that align with organizational goals
  • Skills in streamlining operations for maximum efficiency and effectiveness
  • Proven leadership skills with the ability to manage, develop, and motivate a diverse team
  • Strong analytical abilities to assess performance metrics and identify areas for improvement
  • Excellent communication skills for effective collaboration across departments and with various stakeholders
  • Ability to adapt to changing business needs and implement innovative solutions
  • A strong focus on customer satisfaction and experience in managing customer relationships
  • Bachelor’s or Master’s degree in Business Administration, Operations Management, Information Technology, Cybersecurity, or a related field or equivalent military experience required


Additional Information

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

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

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $167,500/yr to $270,950/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here. 

Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.

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