Sr IT Product Manager

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

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 Summary

Your Career As a Senior Product Manager for IT Customer Experience, you will be instrumental in defining and driving the product strategy and roadmap for Palo Alto Networks' end-to-end customer journey within IT. Your focus will be on enhancing critical customer touch points related to licensing, onboarding, account management, and support, ensuring a seamless, efficient, and positive experience for our customers. Your Impact Lead the product lifecycle from ideation to launch and continuous improvement for customer-facing IT products and services. Define and manage the product roadmap for customer licensing and entitlement management, ensuring accurate and reliable data for customers and internal teams. This includes managing the creation, update, extension, and overall management of product entitlements from inception to expiration. Drive initiatives to optimize the customer onboarding experience, including device registration, activation, and initial support entitlement setup within platforms like the Customer Support Portal. Enhance customer account management capabilities, providing a comprehensive view of customer information, product usage, and health. This involves linking entitlements to customer accounts and Customer Support Portal (CSP) relationships. Oversee the development and improvement of customer support tools and processes, including the ability for customers to open, track, and escalate support cases online in real-time within the Customer Support Portal. Collaborate with cross-functional teams (Engineering, Support, Sales, CX) to gather requirements, define user stories, and ensure successful product delivery. Utilize data-driven insights from dashboards and customer health metrics to identify pain points and opportunities for improvement in the customer journey. Act as a subject matter expert for customer experience within IT, advocating for customer needs and driving solutions that align with business objectives.

Qualifications

Required Experience 5+ years of product management experience, with a strong focus on customer-facing products or platforms. Proven experience in managing customer licensing and entitlement systems, including entitlement lifecycle management and order processing. Demonstrated success in improving customer onboarding processes, such as product activation and initial setup. Expertise in customer account management and understanding of customer journey mapping, including providing a 360-degree view of customer information. Experience with customer support processes and tools, including case management systems. Desired Skills and Qualifications (Bonus) Experience with enterprise case creation and management platforms, including integration with systems like Salesforce.com. Familiarity with Customer Success platforms (e.g., Gainsight) to manage customer journeys and outcomes. Strong analytical skills with the ability to define and track product metrics and KPIs. Excellent communication, collaboration, and stakeholder management skills.

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/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$141,000.00 - $229,000.00/yr

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  accommodations@paloaltonetworks.com.

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.