Senior Program Manager, NPI Global Customer Services (Contract)

Palo Alto Networks is seeking a Senior Program Manager for a contract role focused on customer services readiness for new products and services. The role involves leading cross-functional teams, managing program scope and execution, and driving continuous improvement initiatives in a fast-paced environment.

Responsibilities:

• Leads preparation of customer services readiness to support new products and to deliver new services by using cross-functional program management
• Experienced senior program manager who manages readiness of a large number of functions the global support teams for services readiness, IT/business systems configuration, processes, training, lab equipment, and other areas in support of new product introductions (NPI) and new services introductions (NSI)
• Leads readiness for customer services and support by driving multiple cross-functional teams, including product management, technical support, IT, Engineering
• Drives development of program scope, schedules, stakeholder list, process, plans and execution with multiple functions in a fast-paced collaborative environment
• Identifies and manages risks, demonstrates strong problem-solving skills, drives strategy decisions, uses outstanding verbal and written communication skills to influence all management levels
• Uses experience in service and support and New Product Introductions and New Services Introductions, to organize and manage projects to meet business objectives
• Demonstrates outstanding ownership and dedication, strong leadership for guiding and influencing at levels from peers to executive leadership
• Drives continuous improvement and innovation, demonstrates flexibility and Adaptability
• Proven experience in Support, Customer Success, and Professional Services, with a strong ability to influence strategic decisions, lead readiness initiatives, and align cross-functional stakeholders

Requirements:

• Demonstrated program experience
• Strong business process and process improvement skills
• Background in customer support and new services introductions
• Ability to influence at all management levels
• Experience in service and support and New Product Introductions and New Services Introductions
• Minimum 10 years' experience in technology, preferably field engineering or technical support
• 8-10 years NPI experience minimum
• Related engineering, or program management role or technical program management role
• Proven experience in Support, Customer Success, and Professional Services
• Strong ability to influence strategic decisions
• Lead readiness initiatives
• Align cross-functional stakeholders
• Prior experience in support & services org is required
• Bachelor's degree in a technical field or equivalent experience in a software or hardware support environment
• Familiarity with supporting Cybersecurity, network security, or cloud technologies
• Analytical skills
• Customer service orientation
• Functional job knowledge
• Initiative
• Judgment/decisiveness
• Negotiation skills
• Organizational agility
• Planning & organizing skills
• Strong communication skills
• PMP preferred
• ITIL or Lean Six Sigma certifications desired
• Experience with SaaS is desired