Senior Manager, Product Management (Support Services)

Palo Alto Networks

1d•Onsite

About The Position

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. Who We Are 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 The Team Product Management or PDM - To stay ahead of the curve, it’s critical to know where the curve is and how to anticipate the changes we’re facing. For the fastest-growing cybersecurity company, the curve is the evolution of cyberattacks and the products and services that proactively address them. Our Product Management team helps us do just that. This team provides the behind-the-scenes support for our products by being a source of information for our Systems Engineers, staying on top of the environment we sell in and helping to implement technical solutions based on our clients' feedback and needs. As threats and technology evolve, we stay ahead to accomplish our mission. Job Summary We are looking for a visionary architect to dismantle the traditional Support model and rebuild it for an AI-first, 'agentic' future. As the Senior Manager, Services Product Management, you will lead the evolution of our Support offerings from a traditional model centered on access to resources to one that is oriented towards outcomes and significantly enabled by AI. Reporting to the Senior Director of Support Operations, you will manage a dedicated team of 3-4 NPI Program Managers while serving as the strategic & execution bridge between Product Management, Engineering, and Customer Support. Your goal is to bridge the gap between 'what we sell' and 'how it’s built & executed', moving from 100% human-delivered services toward a target of 20% human touch. By combining the strategic oversight of a Service Product Manager with the operational rigor of a Technical Program Manager, you will ensure our global delivery teams are enabled, aligned, and ready to deliver exceptional service for every new launch.

Requirements

Bachelor's degree with 8 years of experience or Master's degree with 6 years of experience or PhD with 3 years of experience.
Proven experience managing and developing high-performing Program Management, Support Operations, or Product teams.
Demonstrated 'Strategy + PM' hybrid background with experience in service delivery, monetization, and managing complex, cross-functional project plans on time and on budget.
Exceptional ability to build stakeholder alignment and influence across Product Management, Technical Support, IT, and Services, influencing without direct authority.

Nice To Haves

Track record of transforming fragmented, manual support or readiness models into streamlined, scalable workflows.
Ability to translate complex product roadmaps into actionable support requirements, delivery workflows, and supportability strategies.
Familiarity with NPI/NSI lifecycles, Quote-to-Cash requirements, and enterprise support systems (e.g., Salesforce Service Cloud, customer portals, telemetry tools).
Proven track record of taking a legacy, human-heavy service model and automating it to drive efficiency without sacrificing customer outcomes.
Experience leading through ambiguity and influencing stakeholders resistant to shifting away from traditional delivery models.

Responsibilities

Manage, mentor, and guide a team of 3-4 NPI/NSI Readiness Program Managers, overseeing daily operations and prioritizing resources for high-impact launches.
Architect NPI support services, drive impact assessments, ROI analysis, pricing, and packaging design, and steer initiatives through the Concept Commit tollgate.
Own the operational lifecycle from planning to post-launch, including overseeing Business Requirement Documents (BRDs), IT system testing, and final Go/No-Go assessments.
Implement a standardized operating model that defines roles and accountability across NPI functions.
Directly program manage all deliverables for launches end-to-end, acting as a champion to unblock risks and align stakeholders.
Lead the roadmap to transition support and delivery processes toward a fully agentic model.
Collaborate with Services engineering to ensure the technology roadmap supports a 'delivery-first' mindset.
Establish clear post-launch success metrics and conduct retrospectives to continuously improve the launch lifecycle.