Program Manager, PMO

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 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.

Job Description

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

Qualifications

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

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