Senior Director, GCS Operations

Our MissionAt 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 AreWe 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 DescriptionYour CareerThe 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 Global Customer Services Operations Director, 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 ImpactAI Transformation - Defining an AI roadmap and strategy for Global Customer ServicesIdentification of efficiencies, process mapping and defining future projectsBuild and define a roadmap across multiple stakeholders, groupsSupport, Professional Services and Customer SuccessUnderstand AI landscape to continue to educate the organization Strategic Alignment and Operational Cadence Align the theater operating cadence with GCS’ overall vision and strategyDefine and manage schedules for key meetings, ensuring focus on strategic priorities, key metrics, alignment to global programs, problem-solving and process excellencePerformance Analysis and ReportingRegularly analyze baseline data to identify trends, patterns, and areas for improvement, translating insights into actionable recommendations into both strategic initiatives and routine operationsDevelop and implement robust data analysis frameworks to assess team efficiency, business performance metrics and global customer services initiatives against established KPIsRegularly prepare and distribute reports and dashboards that provide senior stakeholders with a clear and data-driven perspective on key trends and indicatorsFeedback and Improvement Establish a feedback loop with Support Delivery Managers and Engineers for insights into customer issues and bottlenecksUtilize this feedback to iteratively improve meeting structures, communication channels, and overall operational processesProcess re-engineering and Pilot ProgramsDrive the operationalization of redesigned processes, ensuring seamless integration into day-to-day activities and alignment to global policy, process, systems and toolsIdentify opportunities for pilot programs aimed at testing and implementing innovative approaches to customer success operationsWork cross-functionally to conceptualize, launch, and evaluate pilot initiatives, leveraging data and feedback to inform broader operational strategiesPredictive AnalyticsExplore the integration of predictive analytics to anticipate customer needs and proactively address potential challengesUtilize data models to forecast future trends and recommend preemptive actions to enhance customer success outcomesCollaboration and Cross-Departmental EngagementFoster collaboration between different departments including - Go-to-Market organization, Renewals teams and Sales Operations, ensuring representation in relevant meetings and initiativesBe the connective tissue for JAPAC into the other GCS theatres and Global Technical Services Operations teamsFoster collaboration and information-sharing across global teams to drive a cohesive and unified customer success approachAdaptability and FlexibilityBuild flexibility into operations to adapt to changing business conditions and priorities, while defining and tracking key metrics and KPIs in line with organizational goalsQualificationsYour Experience 15+ years experience with a strong background in post-sales, field operations roles, preferably in a tech or cybersecurity environmentExperience in AI transformation++ Technical Skills & hands on experience in building Agents for enterprisesExperience in fast growth, Services and/or Technology organisations and high degree of comfort with designing, implementing and improving operational cadences, processes, tools and documentationAbility to develop and implement effective strategies that align with organizational goalsSkills in streamlining operations for maximum efficiency and effectivenessStrong analytical abilities to assess performance metrics and identify areas for improvementAbility to manage multiple priorities with a focus on data, outcomes and executionAbility to build and maintain positive relationships in a matrixed environment both within JAPAC and globalExcellent communication and influencing skills to enable effective collaboration across cross-functional teams and senior stakeholdersStrong presentation skills in written documents to ensure high quality, consumable content that includes complex data - familiarity with G-suite an advantageAbility to adapt to changing business needs and implement innovative solutionsA strong focus on customer satisfaction and experience in managing customer relationshipsBachelor’s or Master’s degree in Business Administration, Operations Management, Information Technology, Cybersecurity, or a related field or equivalent military experienceAdditional InformationThe TeamThe 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.Our CommitmentWe’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 accommodations@paloaltonetworks.com.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.