Senior Program Manager, Global Customer Support Organization

Senior Program Manager, Global Customer Support Organization

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Job Description

Your Career

Palo Alto Networks is looking for an experienced Senior Program Manager to support the Global Support Organization and its various lines of Business. This individual is responsible for the program management of projects and initiatives as well as organizational change management, ensuring desired business outcomes are achieved.

Responsibilities:
● Align programs, projects and operational activities to strategic objectives
● Measure, rank and prioritize programs and projects with Business Leaders
● Manage one or more portfolios (groups of projects or programs) to achieve strategic objects:

• Maintain a list of approved projects including new tool enhancements/process change requests, providing the business with a holistic view of their project portfolio
• For all Business changes, understand and communicate the operational efficiencies and impacts to the customer experience at all levels within the Global Support organization

● Create and deliver strategies and plans to help employees maximize the adoption of new programs by honing methods of effective and sustained behavior change
● Partner with other stakeholders such as Global Support Operations, IT, or Analytics, to
implement prioritized projects and measure success against stated objectives
● Create and establish engagement models and frameworks to drive consistent changes within the Global Support organization
● Provide direct support and coaching to front-line managers and supervisors as they help their direct reports through transitions

Required Experience:
● Effective cross-functional people leadership and management experience
● Strong program and project management experience
● Change Management skills and best practice knowledge
● Ability to work with different cultures in various time zones
● Provide excellent customer service to all internal key stakeholders
● Proven process improvement expertise and know-how

● Influence key stakeholders to adopt and deploy tool/process recommendations and changes

Qualifications

Qualifications

5-10 years of proven experience in a highly demanding Project Management environment within a Global Customer Support organization.
● Prior experience supporting Global Customer Support organizations preferred
● Self-starter who enjoys problem solving with little direct supervision
● Excellent written and verbal communication skills, communicating with individuals at all levels within the organization
● Excellent analytical skills with strong attention to detail
● Ability to multi-task in a rapid-growth, rapid-change environment
● Adaptable to Business changes

Additional Information

Our Commitment

We’re trailblazers that dream big, 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 [emailprotected].

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.