Sr Mgr – Support Architecture and Transformation
| Company | Palo Alto Networks |
|---|---|
| Location | Plano, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- BA/BS in computer science or equivalent or similar experience
- 5+ years of experience in technical program or product management, with a strong focus on AI/ML initiatives
- 10+ years of overall experience in delivering technology solutions
- Experience applying AI to streamline service/support workflows (e.g., accelerating ticket resolution) and driving automation
- Proven track record in modernizing systems (e.g., CRM, Collaboration solutions)
- Proven track record of enabling data-driven decision-making through the use of platforms like Tableau
- Proven track record in driving business transformation projects
- Strong skills in developing product/solution strategy and roadmaps aligned with strategic priorities and business outcomes
- Experience in software development is a plus
- Experience influencing executives and effectively managing diverse stakeholders
- Strong leadership, communication, and collaboration skills across diverse teams and levels
- Strategic thinker with solid problem-solving, analytical, and negotiation abilities
- Self-motivated, detail-oriented, and adaptable to fast-paced environments
Responsibilities
- Align business and technical requirements with Global Customer Support Delivery’s organizational goals
- Define complex strategic and technical solutions, and effectively communicate proposed changes across all organizational levels
- Lead AI-driven transformation, integrating machine learning and generative AI into post-sales processes while ensuring quality and data governance
- Architect high-level technical requirements and translate them into actionable user stories, guiding detailed refinement as needed to support effective execution
- Lead cross-functional discussions with Business stakeholders and Support teams to evaluate requests, define capabilities, and shape requirements and use cases
- Champion release lifecycle best practices, quality standards, and foster a collaborative environment that promotes autonomy, transparency, innovation, and learning
- Apply Agile methodologies and demonstrate an understanding of full project lifecycles
- Support change management and coordinate with Business, IT, and Ops to manage dependencies, execute plans, and resolve conflicts, while providing clear status updates
- Understand system architectures, limitations, scaling factors, and design rationale in your program space
Preferred Qualifications
- Experience in software development is a plus