Head of Global Operations, Customer Support and Delivery

Company Description

*Candidates MUST live in the Bay Area

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.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Your Career

The Palo Alto Networks Global Customer Services organization plays a pivotal role in safeguarding businesses against evolving cyber threats. It offers an award-winning support system, providing access to technical experts and online resources around the clock. This organization is designed to protect business infrastructure with comprehensive support services, including Standard, Premium, and Platinum Support options, catering to diverse needs. 

As the Head of Operations for Support Services at Palo Alto Networks, the individual will play a crucial role in enhancing the efficiency and effectiveness of the support organization. This includes streamlining operations to rapidly resolve customer technical problems, ensuring critical cases are addressed within stringent timeframes, and leveraging advanced technologies like AI for problem-solving and case deflection. The Head of Operations will also be instrumental in establishing robust operating rigor and feedback mechanisms that inform product improvements and in driving initiatives to maintain high standards in customer support, aligned with the company's commitment to unparalleled service delivery.

Your Impact

Strategic Alignment and Operational Cadence

• In partnership with the SVP of Global Support, play a critical in business strategy development
• Translate business strategies into actionable deliverables to drive the right business outcomes and behavior
• Align the operating cadence with the company's overall vision and strategy
• Define and manage schedules for key meetings, ensuring focus on strategic priorities, key metrics, and problem-solving
• Performance Analysis and Reporting
• Regularly analyze team efficiency and performance metrics, identifying improvement areas
• Prepare and distribute reports to senior management, highlighting 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

Collaboration and Cross-Departmental Engagement

• Foster collaboration between different departments, ensuring representation in relevant meetings and initiatives

Team Leadership and Development

• Lead an organization of 15 across all three theaters, assessing and adapting the structure to meet business requirements and scalability

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

• Strong background in Support Delivery or Professional Services, preferably in a tech or cybersecurity environment
• Ability to develop and implement effective strategies that align with organizational goals
• Skills in streamlining operations for maximum efficiency and effectiveness
• Proven leadership skills with the ability to manage, develop, and motivate a diverse team
• Strong anal