Our Mission
At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!
We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.
Job Summary
As a Manager in our AI Experiences Strategy & Operations team, you will be a leader directly contributing to Palo Alto Networks' overall strategy and success. You will join a dedicated case team, working with senior leaders to analyze and solve complex, high-priority business problems. Your work will be highly visible and instrumental in shaping the strategic direction of our company, driving efficiency, and accelerating our execution.
What you'll do
Transformation & Efficiency: Own the transformation execution cadence and drive cross-functional initiatives to significantly improve Global Customer Support efficiency.
Strategic Planning: Lead workforce planning and implement balanced scorecard improvements to track operational maturity and strategic goals.
Quality Improvement: Drive the Service Delivery Partner (SDP) case insourcing strategy, bringing customer support cases currently solved by external contractors in-house to elevate resolution quality.
Complex Problem Solving: Structure complex business problems, develop hypotheses, and drive analysis to deliver actionable recommendations to senior leadership.
Cross-Functional Collaboration: Proactively collaborate with cross-functional stakeholders to gather information, test hypotheses, and co-create deliverables that accelerate execution.
Executive Advisory: Develop and present high-quality, executive-level recommendations and deliverables to influence strategic decisions.
Business Planning: Support the annual strategic and business planning processes, helping to build and enhance strategic capabilities across the organization.
Change Management: Drive organizational change by managing projects from strategy development through to execution, adapting to various roles to ensure successful outcomes.
Team Leadership: Provide coaching and mentorship to team members, fostering their professional growth and empowering their development within the organization.
The Team
The AI Experiences & Transformation team sits at the intersection of Product, Engineering, and Customer Support. Our mission is to ensure every customer case improves the product, creating a continuous learning system that strengthens the platform over time. This Director role anchors the serviceability transformation across the Network Security portfolio.
Requirements
4+ years of relevant work experience, in a highly analytical role, such as engineering, business analytics, strategy, or management consulting, or equivalent military experience.
Expertise in building sophisticated models in Excel or Google Sheets, with strong attention to detail.
A proven ability to work independently, manage ambiguity, and take full ownership of complex analytical problems from start to finish.
A self-starter attitude, comfortable in fast-paced, high-growth environments with minimal supervision.
Demonstrated expertise in the Enterprise Technology industry.
Excellent communication and presentation skills, with the ability to translate complex analytical findings into clear, concise insights for both technical and non-technical stakeholders.
Masters’s degree in a quantitative field (e.g., Math/Statistics, Economics, Engineering) or equivalent practical experience required
Nice to have
Knowledge of the cybersecurity industry (Preferred).
Proven experience in building strong relationships and leading through influence rather than direct authority (Preferred).
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.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.