Head of Customer Services Program Management

2 weeks ago

Santa Clara, California, United States Palo Alto Networks Full time
Company Overview

Palo Alto Networks is driven by a singular mission:

To be the trusted cybersecurity partner, safeguarding our digital existence.

We envision a world where each day is more secure than the last. Achieving these ambitious goals is no small feat, but we thrive on challenges. We are a company founded on the principles of innovation and disruption, seeking forward-thinkers who are dedicated to redefining the future of cybersecurity.

Position Overview

We are in search of a visionary leader to manage and ensure the successful delivery of our comprehensive portfolio of new products and services. This individual will lead a global team of Program Managers responsible for executing complex, multi-disciplinary projects from inception to completion.

This role will report to the Senior Director of Global Customer Services, Product Management, presenting an excellent opportunity for a skilled leader eager to engage with a rapidly expanding organization in a truly global setting.

Your Contributions
  • Overseeing and guiding a team of Program Managers tasked with ensuring the readiness of global support teams, configuring IT/business systems, establishing processes, providing training, and managing lab equipment in support of new product (NPI) and new service introductions (NSI).
  • Inspiring the team with a clear vision while fostering an environment that promotes creativity, innovation, and precise execution in a dynamic setting:
    • Directing the efforts of senior managers and individual project managers responsible for achieving NPI and NSI objectives and deliverables.
    • Utilizing PMI best practices, frameworks, and industry tools for effective project planning, risk management, execution, and value delivery.
    • Attracting and retaining top talent, with the ability to mentor and develop a team of PMs capable of scaling Palo Alto Networks Services through rapid growth. Leading the team to cultivate trusted partnerships across product and services teams, enhance domain expertise, and manage end-to-end processes.
  • Managing intricate cross-functional programs to prepare personnel, processes, and systems for the introduction of new products and services.
  • Leveraging strong leadership experience and skills, particularly in process management and improvement.
  • Collaborating with Product Management, Engineering, Support, Marketing, Legal, Sales, Operations, and Services partners to implement Palo Alto Networks Support & Services for new products from concept through commercialization to achieve business objectives.
  • Leading all facets of NPI and NSI projects and programs, including prioritization, mobilizing cross-functional teams, tracking project milestones and schedules, resource planning and management, risk and issue resolution, project reporting, and budget oversight.
  • Employing project management best practices (including agile and waterfall methodologies), tools, and techniques to create robust project plans, effectively managing risks and opportunities, engaging stakeholders, and executing to deliver significant business and customer outcomes.
  • Guiding cross-functional teams in the context of new product development, product launches, regulatory submissions, and other high-priority initiatives.
  • Facilitating phase gate reviews for all new product development projects within the business unit portfolio, ensuring alignment with business objectives and effective decision-making.
  • Proactively managing changes in project scope, identifying impacts, trade-offs, and associated contingency plans.
  • Leading the organization in streamlining processes, simplifying and accelerating execution, managing objectives and key results, ensuring timely releases, and enhancing tooling efficiencies. Driving the daily application of the Product and Services Lifecycle Process across all programs and projects while identifying process improvements to enhance Support & Services delivery frameworks and governance.
  • Effectively engaging with individuals at all levels, from front-line team members to senior executives, maintaining continuous communication with partners throughout the organization, necessitating exceptional communication and negotiation skills.
  • Collaborating directly with the Global Customer Success leadership team to support strategic portfolio planning, resource allocation, and maintain the portfolio roadmap to achieve anticipated growth.
  • Demonstrating the ability to operate within a strong matrix organization and lead without direct authority, developing robust relationships and influencing stakeholders.
Qualifications
  • Bachelor's degree in a technical discipline or equivalent experience in a software or hardware support environment.
  • Proven technology experience, ideally in field engineering or technical support, or technical product/program management overseeing a large-scale B2C/B2B portfolio, along with people management experience.
  • Experience managing large-scale, company-wide initiatives requiring collaboration across a diverse set of partners and participants.
  • Solid understanding of program management or technical program management roles, support & services portfolio management, resource management, and business process management.
  • Proficiency with PMI standards, techniques, and tools, with demonstrated experience in implementing and enhancing Agile Project Management methodologies.
  • Proven ability to lead, influence, and collaborate across functions.
  • Strong people management skills, ensuring team success and adept at coaching and developing team members.
  • Experience across all phases of the support & services development lifecycle, including concept evaluation, feasibility, design, execution, and commercialization of new support and services.
  • Exceptional negotiation, influencing, and change management skills to unify differing perspectives and drive alignment.
  • Outstanding organizational skills and the ability to thrive in a demanding environment while motivating core and extended project teams.
  • Excellent communication skills (both written and verbal) and a strong executive presence.
  • Technical knowledge in supporting cybersecurity, network security, or cloud technologies.
  • Other essential abilities include analytical thinking, customer service orientation, functional job knowledge, initiative, judgment, decisiveness, negotiation, organizational agility, and planning & organizing skills.
Additional Information

We are innovators who dream big, take calculated risks, and challenge the status quo in cybersecurity. Our mission cannot be achieved without diverse teams collaborating together.

Palo Alto Networks is evolving the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to work. From benefits to learning, location to leadership, we have reimagined every aspect of the employee experience at Palo Alto Networks. FLEXWORK adapts to each individual employee based on their choices, empowering them to push boundaries and help us all evolve together.

We are dedicated to providing reasonable accommodations for all qualified individuals with disabilities.

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.

The compensation for this position will depend on qualifications, experience, and work location. For candidates who receive an offer, the starting salary (including on-target earnings) is expected to be competitive. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found on our website.

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

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

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