Global Customer Services Operations Leader (JAPAC)

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 take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

The Palo Alto Networks Global Customer Services (“GCS”) organization plays a pivotal role in safeguarding businesses against evolving cyber threats.  We match our best-in-class cybersecurity product portfolio with our industry-leading services portfolio including Professional Services, Customer Success and Technical Support to ensure customers have a seamless experience to drive optimal security outcomes for their business. We guide customers up the security maturity curve and continuously support them when, where, and how they need it - keeping their business safe.

As the Senior Manager - Global Customer Services Operations, JAPAC at Palo Alto Networks, you will play a crucial role in designing and implementing new processes to support the growing and transforming organisation; and enhancing the efficiency and effectiveness of the GCS organization across our JAPAC region which includes Technical Services, Account Health management and Support teams. This leader will perform data analysis and provide relevant, proactive insights to aid the Vice President of Global Customer Services (JAPAC) and their leadership team manage the day to day business to meet and exceed their business objectives.  

This leader will also be accountable for establishing robust operating rigor and driving initiatives to maintain high standards across the region and the global GCS team, aligned with the company's commitment to unparalleled service delivery. 

As the Global Customer Services Organization undergoes transformational changes to adapt to evolving market dynamics and customer expectations, this leader will play a crucial role in supporting process re-design and operationalization initiatives. This role requires a forward-thinking individual capable of driving innovation and piloting programs to enhance the efficiency and effectiveness of overall customer satisfaction and business performance.

Your Impact

• Strategic Alignment and Operational Cadence 
  • Align the theater operating cadence with GCS’ overall vision and strategy
  • Define and manage schedules for key meetings, ensuring focus on strategic priorities, key metrics, alignment to global programs, problem-solving and process excellence
• Performance Analysis and Reporting
  • Regularly analyze baseline data to identify trends, patterns, and areas for improvement, translating insights into actionable recommendations into both strategic initiatives and routine operations
  • Develop and implement robust data analysis frameworks to assess team efficiency, business performance metrics and global customer services initiatives against established KPIs
  • Regularly prepare and distribute reports and dashboards that provide senior stakeholders with a clear and data-driven perspective on key trends and indicators
• Feedback and Improvement 
  • Establish a feedback loop with Support Delivery Managers and Engineers for insights into customer issues and bottlenecks
  • Utilize this feedback to iteratively improve meeting structures, communication channels, and overall operational processes
• Process re-engineering and Pilot Programs
  • Drive the operationalization of redesigned processes, ensuring seamless integration into day-to-day activities and alignment to global policy, process, systems and tools
  • Identify opportunities for pilot programs aimed at testing and implementing innovative approaches to customer success operations
  • Work cross-functionally to conceptualize, launch, and evaluate pilot initiatives, leveraging data and feedback to inform broader operational strategies
• Predictive Analytics
  • Explore the integration of predictive analytics to anticipate customer needs and proactively address potential challenges
  • Utilize data models to forecast future trends and recommend preemptive actions to enhance customer success outcomes
• Collaboration and Cross-Departmental Engagement
  • Foster collaboration between different departments including - Go-to-Market organization, Renewals teams and Sales Operations, ensuring representation in relevant meetings and initiatives
  • Be the connective tissue for JAPAC into the other GCS theatres and Global Technical Services Operations teams
  • Foster collaboration and information-sharing across global teams to drive a cohesive and unified customer success approach
• Adaptability and Flexibility
  • Build flexibility into operations to adapt to changing business conditions and priorities, while defining and tracking key metrics and KPIs in line with organizational goals

Qualifications

Your Experience 

• 10+ years experience with a strong background in post-sales, field operations roles, preferably in a tech or cybersecurity environment
• Experience in fast growth, Services and/or Technology organisations and high degree of comfort with designing, implementing and improving operational cadences, processes, tools and documentation
• Ability to develop and implement effective strategies that align with organizational goals
• Skills in streamlining operations for maximum efficiency and effectiveness
• Strong analytical abilities to assess performance metrics and identify areas for improvement
• Ability to manage multiple priorities with a focus on data, outcomes and execution
• Ability to build and maintain positive relationships in a matrixed environment both within JAPAC and global
• Excellent communication and influencing skills to enable effective collaboration across cross-functional teams and senior stakeholders
• Strong presentation skills in written documents to ensure high quality, consumable content that includes complex data - familiarity with G-suite an advantage
• Ability to adapt to changing business needs and implement innovative solutions
• A strong focus on customer satisfaction and experience in managing customer relationships
• Bachelor’s or Master’s degree in Business Administration, Operations Management, Information Technology, Cybersecurity, or a related field or equivalent military experience

Additional Information

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.