Senior Program Manager (Senior Field Product Manager) - Aha! Customer Feedback Program

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!

Job Description

Your Career

We are looking for a passionate and analytical Senior Program Manager (Senior Field Product Manager) to lead the collection, prioritization, and management of Aha! customer feedback on product features and enhancements. In this role, you will serve as the crucial link between our customers and product development teams, ensuring our product roadmap aligns with user needs and business priorities.

Your Impact

Customer Feedback Collection & Management:

• Act as the liaison between field teams and domain consultants, funneling customer feedback into Product Council reviews.

• Analyze customer feedback data to identify trends, patterns, and key areas for improvement.

• Manage Aha! as the central tool for collecting and organizing customer feedback, ensuring a structured and efficient process.

Feature Prioritization & Strategy:

• Lead Product Council meetings for domain consultant leadership teams.

• Evaluate feature requests based on business impact, feasibility, technical constraints, and market trends.

• Develop a systematic approach to prioritizing feature requests based on customer impact, frequency, and alignment with the product roadmap.

• Collaborate with domain consultants and cross-functional stakeholders to build consensus on prioritization.

Communication & Stakeholder Collaboration:

• Effectively communicate customer feedback to product development and engineering teams.

• Work closely with Domain Consultants to provide customers with regular updates on feature request statuses and prioritization decisions.

• Create multi-channel communications strategies for information sharing with stakeholders and the greater sales community.

Data Analysis & Reporting:

• Leverage analytics tools to track key metrics related to customer feedback and feature adoption.

• Generate reports that inform product strategy and decision-making.

• Continuously refine feedback collection processes to improve data quality and efficiency.

Qualifications

Your Experience 

• 8+ years in product operations or a related field, with a proven track record of managing customer feedback and feature requests.

• Experience with Aha! for feedback management.

• Proficiency in data analysis and reporting using tools such as Tableau, SQL, or Google Sheets.

• Successful track record of cross-functional collaboration between product management, sales, and support organizations

Skills & Attributes:

• Excellent communication and interpersonal skills to engage effectively with customers and cross-functional teams.

• Strong analytical skills to identify patterns, prioritize needs, and make data-driven decisions.

• Ability to translate complex technical concepts into clear, accessible language for non-technical audiences.

• Proven ability to manage multiple projects simultaneously and meet deadlines.

• Passion for understanding customer needs an