Job Description

Your Career

As a Sr. Product Manager for Global Customer Support in IT, you will lead the team responsible for internal agent and Technical support engineering efficiency. This includes all tools, processes and systems used by our internal support teams. . You will be responsible for innovating and building infrastructure that is critical to the success of our support offerings. You'll play a key role in disrupting the security industry and fundamentally changing how customers seamlessly access our security technology, resulting in a more secure digital environment.

In addition to your own creativity, you will rely on interaction with customers and partners to understand the requirements and needs that they face in their environments on a day–to–day basis. You'll deliver product functionality for service providers that matches the level of innovation found throughout our organization. You think about products differently, facing difficult challenges, and innovating solutions never created before. You will be involved through all stages of the life cycle: conception, definition, development, release, and post–release activities.

Your Impact

• Collaborating with Product, GCS operations, strategy, and IT teams to build product–related sales and marketing materials – enthusiastically endorse the products and product strategy both internally and externally
• Lead, manage, and mentor a team of product managers, providing guidance and fostering professional growth
• Cultivate a collaborative and high-performing team environment to drive product innovation and success
• Define and deliver critical components of our infrastructure
• Work closely with all cross–functional teams to build and deliver innovation in the support landscape
• Understand and write product requirements for features in coordination with peer product managers
• Understand how all our security products work and identify what is needed for them to be successful in the cloud environment
• Develop creative features in support of a product strategy to address emerging needs
• Develop product roadmaps and services for supporting evolving PAN product and customer needs
• Market and customer analysis, requirements development, business case, collateral, pricing, product strategy, and product positioning
• Able to effectively communicate with all invested areas of the organization, from engineering to sales
• Willingness to travel to further customer engagement and relationship development
• Anticipates future needs and works to get ahead of potential client needs or requirements
• Feature prioritization and tradeoff decision–making

Qualifications

Your Experience

• 5-7 years experience leading people, and 8-12+ overall years of experience. Masters degree preferred or equivalent military experience required
• Significant experience managing, developing and coaching a high performing team
• Domain expertise in IT, customer support and salesforce
• Hands–on nature with a strong interest in technology products
• Strong initiative and ability to work independently with limited direction
• Experience in IT Product Management
• Minimum 8+ years of product management or equivalent experience
• Previous experience in ownership of full product life
• Deep technical competence in product development, cloud environments or cybersecurity to provide oversight for requirements in their area to meet customer needs
• Significant experience building and launching products/services for service providers
• Excellent written and verbal communication skills

Additional Information

The Team

You will be part of a growing, passionate, and dynamic team with an opportunity to work on challenging and exciting projects — centered on what we believe is one of the most significant mission statements in the world. We also strive to be the most people-centric company ever! That means we’re constantly working to make your experience amazing, and you are part of the team breaking boundaries of what the workplace can be!

The IT support team drives all tools, technology and innovation for our Global Customer Support organization

Compensation Disclosure

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 $169,000/YR - $282,500 $YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We’re problem solvers that 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.