Sr Program Manager - AI Self-Service & Partner Knowledge Transformation

Palo Alto Networks•Austin, TX

5d•Remote

About The Position

This role operates at the critical intersection of Channel Partner Domain Expertise, AI Transformation, and Operational Process Engineering. You will act as the master architect of our channel knowledge ecosystem. You will audit, curate, and structure complex Partner Services rules, policies, and operational knowledge, transforming them into intelligent, AI-driven self-service platforms, automated workflows, and executive visualizations. Your primary goal is to eliminate operational friction, empower partners with on-demand self-service, and scale global partner operations.

Requirements

5+ years of direct experience in Channel Operations, Partner Services, Partner Enablement, or Channel Program Management. Must possess a deep functional understanding of channel business models, partner tiers, and global support infrastructures.
8+ years of experience leading complex, cross-functional program management or business process engineering initiatives.
Demonstrated hands-on experience utilizing Generative AI tools (Gemini, NotebookLM, LLMs, etc.) to extract insights, structure unstructured knowledge, and drive operational efficiency.
Advanced proficiency in Asana (including automated workflow triggers and API integrations).
Practical experience creating Tableau dashboards and executing advanced Salesforce (SFDC) reporting.
High proficiency in Google Workspace and Microsoft Office Suite.
Exceptional written and verbal communication skills, with a proven ability to translate complex technical/analytical requirements into concise executive summaries and partner-facing frameworks.
BA/BS in Business Analytics, Computer Science, Information Systems, or equivalent experience.

Nice To Haves

Experience within Cybersecurity, SaaS, Enterprise Software, or IT Channel ecosystems.
PMP, PgMP, CBAP (Certified Business Analysis Professional), or Lean Six Sigma certifications.

Responsibilities

Audit, curate, and organize complex Channel Partner Services documentation, policies, and operational workflows into a structured knowledge base.
Architect AI-enabled self-service capabilities that allow partners to independently navigate program requirements, services enablement, and operational support.
Leverage modern AI tools (Gemini, NotebookLM, Lovable and any other Palo Alto Networks approved AI toos) to build automated partner-facing solutions, including virtual PSM FAQs, automated PIP/remediation generation, CSAT sentiment analysis, and on-demand QBR slide generators.
Map end-to-end partner journeys and translate business requirements into automated Asana workflows.
Leverage API interfaces to automate program certificates, letters of authorization, and partner status transitions (e.g., automated merge/migration pipelines and demotion/promotion processes).
Architect executive-ready Tableau visualizations powered by Salesforce (SFDC) reporting to deliver real-time compliance dashboards, partner performance scorecards, and account health metrics.
Standardize and mature global PMO governance.
Perform rigorous gap analysis and root-cause analysis on operational friction points across the partner ecosystem.
Serve as a trusted advisor between Channel Operations, Product, Engineering, IT, Data Analytics, and Executive Leadership to align partner self-service initiatives with long-term strategic goals.