Overview
On Site
USD 164,000.00 - 266,000.00 per year
Full Time
Skills
Collaboration
Real-time
Conflict Resolution
Problem Solving
Routing
Apache Velocity
Product Ownership
Ideation
Product Strategy
User Stories
Workflow
Decision-making
Research and Development
Analytics
Voice Of The Customer
Advanced Analytics
Competitor Analysis
Roadmaps
Business Cases
Investments
Orchestration
Business Strategy
Data Science
KPI
Data Quality
Return On Investment
Product Management
Customer Experience
FOCUS
Computer Science
MBA
Management
Salesforce.com
Customer Support
KCS
Cloud Computing
Machine Learning (ML)
Leadership
Communication
Presentations
Articulate
Finance
Agile
Scrum
Product Planning
Artificial Intelligence
Information Technology
Productivity
Sales
Cyber Security
Palo Alto
Immigration
Job Details
Company Description
Our Mission
At Palo Alto Networks everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Who We Are
We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.
Job Description
Your Career
You are the Senior Product Leader defining and executing the vision for our AI-first Customer Support platform. You strategically own the roadmap for key technologies like SFDC Service Cloud and Omnichannel, driving their transformation by embedding Artificial Intelligence (AI). Your focus is pioneering intelligent support systems that maximize efficiency, deliver proactive service, and ensure a superior global customer experience.
This is an in office role 3 days/week in our HQ, Santa Clara, CA
Your Impact
Qualifications
Your Experience
Additional Information
The Team
Working at a high-tech cybersecurity company within Information Technology is a once-in-a-lifetime opportunity. You'll join the brightest minds in technology, creating, building, and supporting tools and enabling our global teams on the front line of defense against cyberattacks.
We're connected by one mission but driven by the impact of that mission and what it means to protect our way of life in the digital age. Join a dynamic and fast-paced team of people who feel excited by the prospect of a challenge and feel a thrill at resolving technical gaps that inhibit productivity.
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $164000 - $266000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
Our Commitment
We're problem solvers that 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
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.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
Our Mission
At Palo Alto Networks everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Who We Are
We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.
Job Description
Your Career
You are the Senior Product Leader defining and executing the vision for our AI-first Customer Support platform. You strategically own the roadmap for key technologies like SFDC Service Cloud and Omnichannel, driving their transformation by embedding Artificial Intelligence (AI). Your focus is pioneering intelligent support systems that maximize efficiency, deliver proactive service, and ensure a superior global customer experience.
This is an in office role 3 days/week in our HQ, Santa Clara, CA
Your Impact
- Architect Intelligent Platform: Own the strategy and delivery of a unified, AI-powered platform specializing in maximizing case deflection, optimizing intelligent case routing, and enabling seamless customer self-service.
- Ensure Market Leadership & ROI: Drive significant velocity and ensure our platform investments maintain a competitive edge, directly tying feature execution to measurable Return on Investment (ROI).
- AI-First Product Strategy & Roadmap: Define and champion the multi-year roadmap for IT CX products, prioritizing AI integration for predictive, proactive, and personalized support within the SFDC Service Cloud ecosystem.
- Product Ownership & AI Integration: Own the complete product lifecycle from ideation to delivery, managing product strategy, epics, and detailed user stories. Ensure AI is integrated where it drives the highest measurable value in workflows.
- KCS, Knowledge & Self-Service Strategy: Define the product vision for Knowledge-Centered Service (KCS) and customer self-service channels, leveraging AI to improve knowledge health and significantly increase case deflection rates.
- Cross-Functional Governance & Executive Communication: Act as the primary executive communication channel, establishing clear governance and decision-making processes to ensure product vision is aligned across business unit leaders, IT, and R&D.
- VoC, Analytics & Competitive Strategy: Utilize Voice of the Customer (VoC) and advanced analytics, alongside competitive analysis, to inform the product roadmap, prioritize permanent fixes, and develop data-driven business cases for platform investments.
- Cross-Functional AI Orchestration: Lead the effort to bridge business strategy, Data Science, and Engineering, ensuring seamless development and integration of AI models with core platforms (SFDC/Omnichannel).
- Define and Drive Success Metrics: Establish and monitor comprehensive KPIs for AI-powered features, including model performance, data quality, deflection rates, and overall product ROI.
Qualifications
Your Experience
- 12+ years of Product Management experience in technology or IT CX, with a demonstrated focus on building and launching AI-powered solutions.
- Bachelor's or Master's degree in Computer Science, Engineering, Business or a related field with a strong emphasis on AI/ML. MBA degree is a plus.
- Deep Platform Expertise: Proven ownership and management of Salesforce Service Cloud and Omnichannel solutions, specifically optimizing case deflection and customer self-service channels.
- Domain Expertise: Deep expertise in Customer Support, Success, and the operational models of KCS (Knowledge-Centered Service).
- Technical Acumen: Robust background with a deep understanding of cloud architectures and machine learning platforms.
- Leadership & Influence: Exceptional communication and presentation skills, with the ability to articulate complex AI product visions and financial progress to executive audiences.
- Methodology: Expert proficiency in Agile/Scrum methodologies and leading product planning in an AI development context.
Additional Information
The Team
Working at a high-tech cybersecurity company within Information Technology is a once-in-a-lifetime opportunity. You'll join the brightest minds in technology, creating, building, and supporting tools and enabling our global teams on the front line of defense against cyberattacks.
We're connected by one mission but driven by the impact of that mission and what it means to protect our way of life in the digital age. Join a dynamic and fast-paced team of people who feel excited by the prospect of a challenge and feel a thrill at resolving technical gaps that inhibit productivity.
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $164000 - $266000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
Our Commitment
We're problem solvers that 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
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.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.