Sr Program Manager (NPI Readiness) - Global Customer Services
Vacancy expired!
Job Description
Manages the preparation of the Global Customer Services (GCS) organization with the technical capabilities to support new products and services for new product introduction NPI. Represents the Support and Service organization for readiness in all aspects including new, product introduction readiness, new feature releases, and infrastructure or maintenance releases. We are seeking talented individuals with a background in customer support, who have demonstrated abilities in program management. Strong candidates are highly effective communicators who can be heavily influential in the organization. Responsibilities include:
Manages worldwide readiness activities for GCS cross-functional teams across all products and services, in coordination with teams external to GCS.
Leads the development of product support plans and preparation of people, processes, and systems for support readiness, and for launch and post-launch activities.
Explores strategies and options for providing innovative support and services plans that key on product strengths, and make effective use of Palo Alto Networks resources.
Provides direction and guidance to all Customer Service functions, in preparation of support and service capabilities.
Drives continuous improvement and innovation.
Provides input to GCS management regarding staffing and capital equipment requirements, to support new products.
Develops relationships and processes to support 3rd party products, products requiring a 3rd party partner involvement, or products requiring an outsource support plan.
Represents customer support in various support programs as required by the organization, such as Beta trial programs.
Reviews GCS operational reports to ensure that product and/or customer feedback and requirements or impacts are clearly understood by Development and Product Marketing organizations.
Qualifications
Education level: Bachelor's degree in a technical field or equivalent experience in a software and hardware support environment.
Work Experience: Minimum 5 years’ experience in communications technology, preferably field engineering or technical support, with at least 4 years’ experience in new products, related engineering, or program management role. Working knowledge of software/hardware interaction is required.
Certifications/Accreditations:
PMP preferred
Key Competencies
Technical skills & knowledge: Familiarity supporting the following technologies: Cybersecurity, Switches, Routers, TCP/IP, IP addressing, Linux, Windows, Open Systems Protocols, and virtual technologies. Experience with SaaS models and Agile Software Development methods is a plus.
Other abilities required: Analysis, customer service orientation, services financial and business acumen, ability to mine data from systems for use in business analysis/program justification, entrepreneurial insight, functional job knowledge, initiative, judgment/decisiveness, negotiation, oral presentation, organizational agility, planning & organizing, excellent written, verbal, and listening skills
Travel: As required, up to 10%
Additional Information
Our CommitmentWe’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.
Vacancy expired!