Principal IT Product Manager-AI-First Entitlement Systems

Palo Alto Networks•Santa Clara, CA

45d•$164,000 - $266,000•Onsite

About The Position

In this pivotal role, you'll be at the forefront of shaping our AI-first product activation and consumption strategy. You'll lead the vision, planning, and implementation of our next-generation entitlement system, architecting a solution that leverages artificial intelligence to revolutionize product activation, consumption measurement, reporting, and case management. This isn't just about building systems; it's about pioneering intelligent solutions that deliver unparalleled accuracy, efficiency, and insights. You'll drive seamless integrations across our IT and product engineering ecosystems, orchestrate complex customer migrations, and champion an AI-centric approach to accelerate team velocity and unlock innovative customer experiences. This is an in office role 3 days/week in our HQ, Santa Clara, CA

Requirements

12+ years of product management experience in technology or IT CX, with a demonstrated focus on building and launching AI-powered solutions.
Deep expertise in Customer Support and Success, Entitlement Management, and Consumption Management, specifically understanding how AI can transform these domains.
Proven experience in one or more of the following areas: AI-driven Entitlement Management Systems, AI-optimized Subscription Lifecycle Management, and intelligent Usage Tracking and Metering.
Working knowledge of AI's impact on billing models and extensive experience integrating
Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field with a strong emphasis on AI/ML.
Robust technical background with a deep understanding and/or hands-on experience in software development, cloud-native architectures, advanced databases, machine learning platforms, and AI/ML programming languages (e.g., Python, R).
Experience mentoring junior product managers and actively contributing to the development of AI product management best practices within an organization. Team management experience is a plus.
Exceptional communication and presentation skills, with the ability to effectively articulate complex AI product visions, strategies, and progress to diverse technical and non-technical audiences, including executive leadership. Proven ability to influence stakeholders at all levels.
Proficiency in Agile/Scrum methodologies, with experience leading sprint planning, daily stand-ups, and retrospectives in an AI product development context.
Must be local to the SF Bay Area to be onsite.

Responsibilities

Pioneer AI-driven Data Integrity: Ensure 100% accurate, audit-ready entitlement data across all Palo Alto Networks customers and products through intelligent automation and anomaly detection.
Architect Intelligent Support Management: Deliver a robust, AI-powered thinking that autonomously manages the complete support lifecycle, from case management to revocation, optimizing for proactive issue resolution.
Accelerate Market Responsiveness: Drive significant velocity improvements and drastically reduce time-to-market for new support.
Introductions by embedding AI into our operational workflows and decision-making processes.
AI-First Product Strategy & Roadmap: Define, champion, and execute a forward-looking roadmap for IT CX products, with a strong emphasis on leveraging AI to create predictive, proactive, and personalized entitlement experiences.
End-to-End Product Ownership with AI Lens: Own the complete product lifecycle from ideation to delivery, including crafting precise product requirements, epics, and user stories with an AI-first lens. Manage product backlogs to continuously enhance capabilities and features, ensuring AI is embedded where it delivers the most value and transforms user workflows.
Cross-Functional AI Orchestration: Act as the central bridge between business needs, R&D, IT Architecture, engineering, and QA, ensuring seamless product development with AI integration at its core. Collaborate intimately with engineering teams throughout the product lifecycle to bring intelligent solutions to fruition.
AI Domain Expertise: Serve as the go-to AI product expert, guiding the organization on best practices, emerging trends, and strategic applications of AI within the entitlement space. You'll evangelize the power of AI to solve complex business problems.
Predictive Analytics & Proactive Solutions: Leverage advanced analytics and machine learning to identify patterns in case trends and engineering escalations, proactively prioritizing fixes and influencing the product backlog to prevent future issues. Design features that anticipate user needs.
Define AI Success Metrics: Establish and monitor comprehensive success criteria and metrics for AI-powered features, including usage patterns, model performance, data quality measures, and ROI. Continuously analyze user feedback and AI model outputs to refine product strategy and optimize AI capabilities.
AI Feature Discovery & Incubation: Continuously identify and champion new opportunities for AI to solve complex entitlement challenges, leading discovery and incubation efforts for nascent AI features and innovative use cases.