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Sr Mgr, Support Architecture and Transformation id-9216

Full Job Description

Company Description


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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

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At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.


Job Description


Your Career

As Sr. Manager, Support Architecture & Transformation, you’ll drive the strategic design and deployment of scalable solutions across people, processes, and systems within Global Customer Support. Leveraging deep technical and business process expertise, you’ll lead improvements to the operating model, ensure alignment with long-term business goals, and deliver outcome-driven transformations in a fast-paced environment. You’ll also spearhead AI-powered initiatives focused on scalable systems, data governance, and quality assurance, collaborating closely with Services, Product, Engineering, and IT to achieve measurable gains in service delivery, customer experience, and overall business performance.

Your Impact

  • Align business and technical requirements with Global Customer Support Delivery’s organizational goals

  • Define complex strategic and technical solutions, and effectively communicate proposed changes across all organizational levels

  • Lead AI-driven transformation, integrating machine learning and generative AI into post-sales processes while ensuring quality and data governance

  • Architect high-level technical requirements and translate them into actionable user stories, guiding detailed refinement as needed to support effective execution

  • Lead cross-functional discussions with Business stakeholders and Support teams to evaluate requests, define capabilities, and shape requirements and use cases

  • Champion release lifecycle best practices, quality standards, and foster a collaborative environment that promotes autonomy, transparency, innovation, and learning

  • Apply Agile methodologies and demonstrate an understanding of full project lifecycles

  • Support change management and coordinate with Business, IT, and Ops to manage dependencies, execute plans, and resolve conflicts, while providing clear status updates

  • Understand system architectures, limitations, scaling factors, and design rationale in your program space


Qualifications


Your Experience

  • BA/BS in computer science or equivalent or similar experience

  • 5+ years of experience in technical program or product management, with a strong focus on AI/ML initiatives

  • 10+ years of overall experience in delivering technology solutions

  • Experience applying AI to streamline service/support workflows (e.g., accelerating ticket resolution) and driving automation

  • Proven track record in modernizing systems (e.g., CRM, Collaboration solutions)

  • Proven track record of enabling data-driven decision-making through the use of platforms like Tableau

  • Proven track record in driving business transformation projects

  • Strong skills in developing product/solution strategy and roadmaps aligned with strategic priorities and business outcomes

  • Experience in software development is a plus

  • Experience influencing executives and effectively managing diverse stakeholders

  • Strong leadership, communication, and collaboration skills across diverse teams and levels

  • Strategic thinker with solid problem-solving, analytical, and negotiation abilities

  • Self-motivated, detail-oriented, and adaptable to fast-paced environments


Additional Information


The Team

Our Strategy and Business Operations is a focused team that works on our most critical business challenges to drive and support our industry-leading growth. Your efforts will directly affect the overall strategy and success of a world-leading cybersecurity business. You will collaborate on complex business and technology problems that are top of mind for our executives. You possess a unique blend of business insight, business strategy experience, big-picture thinking, and influencing skills and the ability to collaborate with a large number of constituents within Palo Alto Networks.

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 $151000 - $244000/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.

Is role eligible for Immigration Sponsorship?: Yes

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