[Remote] Senior Program Manager, NPI Global Customer Services (Contract)
Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Medical
- Dental
- Vision
- 401K
Company Overview