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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.

Your Career

The Program Manager (IT Operations Excellence) will support initiatives aimed at improving the stability, reliability, and efficiency of GTM and Customer Experience technology platforms. This role is focused on driving programs that reduce incidents, tickets, and recurring operational issues by improving processes, visibility, and cross-team coordination.

This is an execution-focused role that works closely with IT Operations, Support, Engineering, Sales Ops, and CX teams to identify problem patterns, track improvement initiatives, and ensure follow-through on operational excellence priorities.

Key Responsibilities

Operational Excellence & Incident Reduction

+ Support programs focused on:

+ Reducing high-volume incidents and recurring tickets

+ Improving incident response and escalation flows

+ Strengthening root cause analysis and follow-through

+ Partner with IT Ops and Engineering teams to:

+ Track top drivers of incidents across GTM and CX systems

+ Ensure corrective actions are captured, prioritized, and monitored

+ Help establish simple, repeatable operating rhythms for:

+ Incident trend reviews

+ Post-incident follow-ups

+ Preventive improvement initiatives

Program & Execution Support

+ Manage day-to-day execution of operational improvement initiatives, including:

+ Workplans, milestones, dependencies, and risks

+ Status tracking and issue escalation

+ Coordinate across teams to ensure:

+ Action items are clear, owned, and progressing

+ Hand-offs between Support, IT, and business teams are smooth

+ Prepare clear, concise updates for:

+ Operational reviews

+ Leadership check-ins

+ Program working sessions

Data, Visibility & Reporting

+ Build and maintain basic reporting to support operational excellence, including:

+ Incident and ticket trends

+ Repeat issue analysis

+ Progress against improvement actions

+ Help translate data into:

+ Clear insights for stakeholders

+ Practical next steps for delivery teams

+ Support continuous improvement by ensuring the right metrics are visible and consistently reviewed

Stakeholder & Executive Engagement

+ Work closely with:

+ IT Operations and Support teams

+ Engineering and Platform owners

+ Sales Ops and CX Operations

+ Serve as a connector between technical teams and business stakeholders, helping align on:

+ Priorities

+ Timelines

+ Expectations for operational improvements

Your Experience

+ 8+ years of experience in:

+ Program management, operations, or IT delivery roles

+ Previous consulting experience preferred, particularly in:

+ Technology transformation

+ Operational excellence

+ Process improvement or service management environments

+ Exposure to:

+ IT operations, support, or service management

+ GTM, CX, or other enterprise business systems is a plus

Skills & Capabilities

+ Strong organizational skills with the ability to:

+ Track multiple workstreams

+ Follow through on action items

+ Keep teams aligned to commitments

+ Comfortable working with:

+ Incident data, dashboards, and basic reporting

+ Cross-functional stakeholders with different priorities

+ Clear communicator who can:

+ Summarize issues simply

+ Escalate risks appropriately

+ Keep updates practical and action-oriented

Local SF Bay Area candidates who can be onsite.

The Team

You will be part of a growing, passionate, and dynamic team with an opportunity to work on challenging and exciting projects — centered on what we believe is one of the most significant mission statements in the world. We also strive to be the most people-centric company ever! That means we’re constantly working to make your experience amazing, and you are part of the team breaking boundaries of what the workplace can be!

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 $132000 - $214500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here (http://benefits.paloaltonetworks.com/) .

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 [email protected] .

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.