Senior Manager, Strategy & Execution (AI Experiences)

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!

Job Summary

Palo Alto Networks is seeking a Senior Manager to join our AI Experiences Strategy & Operations team and help shape and scale how we use AI to transform Customer Support.

In this role, you will operate at the intersection of Customer Support, Product, Engineering, IT, Operations, Sales, Finance, and People teams. You will tackle complex business and customer problems, translate them into clear product and operating priorities, and lead cross-functional initiatives from strategy through implementation, adoption, and measurable impact.

The scope includes AI-powered customer self-service, AI-assisted support workflows, intelligent orchestration of support work, and closed-loop learning that turns customer interactions into improvements across our products and support experience.

This is an opportunity for a highly analytical and action-oriented leader who is equally comfortable developing executive-level strategy, working through product and technical tradeoffs, and driving the operating changes required to deliver results at scale.

Key Responsibilities

• Define and advance the strategy for AI-driven Customer Support transformation, spanning customer self-service, AI-assisted support, intelligent workflows, and continuous product learning.

• Analyze customer journeys, support workflows, case-lifecycle data, and operational performance to identify friction, determine root causes, and prioritize the highest-impact opportunities.

• Translate business and customer problems into clear product requirements, business cases, roadmap priorities, operating-model changes, and execution plans.

• Lead initiatives end to end—from opportunity sizing and solution design through piloting, deployment, adoption, performance measurement, and benefits realization.

• Partner closely with Product, Engineering, and IT to evaluate solution options, resolve dependencies, make informed tradeoffs, and ensure that new capabilities are designed around real customer and frontline workflows.

• Build the mechanisms required to drive adoption and sustained outcomes, including embedded workflows, enablement, scorecards, coaching, governance, management cadences, and clear accountability.

• Establish closed-loop processes that convert insights from customer interactions into actionable feedback for Product and Engineering, improving product serviceability and reducing recurring customer friction.

• Lead annual and long-range planning activities, including target setting, investment prioritization, resource tradeoffs, performance tracking, and executive operating reviews.

• Develop decision-quality analyses and executive communications that clearly articulate insights, choices, risks, and recommended actions.

• Influence senior leaders and cross-functional teams without relying on formal authority, while proactively surfacing risks, resolving ambiguity, and maintaining momentum across complex initiatives.

• Lead and develop high-performing team members and cross-functional workstreams, providing clear direction, coaching, and feedback.

Qualifications

Required Qualifications

• 6+ years of post-MBA experience/ 8+ years of total professional experience  in management consulting (MBB or equivalent), technology strategy, business operations, product strategy, or a similarly rigorous problem-solving environment.

• MBA or equivalent advanced degree preferred; exceptional relevant experience will also be considered.

• Sufficient technical fluency to engage Product and Engineering teams on AI capabilities, data, integrations, model performance, and workflow design.

• Strong executive communication and storytelling skills, with the ability to distill complex business and technical topics into clear decisions and actions.

• Proven ability to influence senior stakeholders and lead globally distributed, cross-functional teams in a matrixed organization.

• Experience building operating mechanisms, driving organizational change, and improving the adoption of new products, tools, or ways of working.

• Demonstrated people leadership and a commitment to developing high-performing teams.

• Expertise in AI and generative AI concepts. Experience applying AI to enterprise workflows, Customer Support, or customer experience is strongly preferred.

• Experience in enterprise software, SaaS, cybersecurity, technical support, or other complex B2B environments is preferred.

Preferred Qualifications

• Exceptional structured problem-solving skills, with the ability to break down ambiguous problems, develop hypotheses, analyse data, and translate findings into practical recommendations.

• Strong analytical orientation and experience using customer, product, or operational data to identify opportunities, prioritize investments, and measure business outcomes.

• Demonstrated experience leading complex transformations from strategy through execution, adoption, and sustained performance improvement.

• Strong product mindset, including experience translating customer or employee pain points into requirements, capabilities, experiments, and roadmap priorities.

• Proactive, low-ego, and willing to move fluidly between strategic thinking and hands-on execution in a fast-paced environment.

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.

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.