Principal IT Product Manager-AI Support

Your Career

You are the Senior Product Leader defining and executing the vision for our AI-first Customer Support platform. You strategically own the roadmap for key technologies like SFDC Service Cloud and Omnichannel driving their transformation by embedding Artificial Intelligence (AI). Your focus is pioneering intelligent support systems that maximize efficiency deliver proactive service and ensure a superior global customer experience.

This is an in office role 3 days/week in our HQ Santa Clara CA

Your Impact

• Architect Intelligent Platform: Own the strategy and delivery of a unified AI-powered platform specializing in maximizing case deflection optimizing intelligent case routing and enabling seamless customer self-service.

• Ensure Market Leadership & ROI: Drive significant velocity and ensure our platform investments maintain a competitive edge directly tying feature execution to measurable Return on Investment (ROI).

• AI-First Product Strategy & Roadmap: Define and champion the multi-year roadmap for IT CX products prioritizing AI integration for predictive proactive and personalized support within the SFDC Service Cloud ecosystem.

• Product Ownership & AI Integration: Own the complete product lifecycle from ideation to delivery managing product strategy epics and detailed user stories. Ensure AI is integrated where it drives the highest measurable value in workflows.

• KCS Knowledge & Self-Service Strategy: Define the product vision for Knowledge-Centered Service (KCS) and customer self-service channels leveraging AI to improve knowledge health and significantly increase case deflection rates.

• Cross-Functional Governance & Executive Communication: Act as the primary executive communication channel establishing clear governance and decision-making processes to ensure product vision is aligned across business unit leaders IT and R&D.

• VoC Analytics & Competitive Strategy: Utilize Voice of the Customer (VoC) and advanced analytics alongside competitive analysis to inform the product roadmap prioritize permanent fixes and develop data-driven business cases for platform investments.

• Cross-Functional AI Orchestration: Lead the effort to bridge business strategy Data Science and Engineering ensuring seamless development and integration of AI models with core platforms (SFDC/Omnichannel).

• Define and Drive Success Metrics: Establish and monitor comprehensive KPIs for AI-powered features including model performance data quality deflection rates and overall product ROI.

Qualifications :

Your Experience 

• 12 years of Product Management experience in technology or IT CX with a demonstrated focus on building and launching AI-powered solutions.

• Bachelors or Masters degree in Computer Science Engineering Business or a related field with a strong emphasis on AI/ML. MBA degree is a plus.

• Deep Platform Expertise: Proven ownership and management of Salesforce Service Cloud and Omnichannel solutions specifically optimizing case deflection and customer self-service channels.

• Domain Expertise: Deep expertise in Customer Support Success and the operational models of KCS (Knowledge-Centered Service).

• Technical Acumen: Robust background with a deep understanding of cloud architectures and machine learning platforms.

• Leadership & Influence: Exceptional communication and presentation skills with the ability to articulate complex AI product visions and financial progress to executive audiences.

• Methodology: Expert proficiency in Agile/Scrum methodologies and leading product planning in an AI development context.

Additional Information :

The Team

Working at a high-tech cybersecurity company within Information Technology is a once-in-a-lifetime opportunity. Youll join the brightest minds in technology creating building and supporting tools and enabling our global teams on the front line of defense against cyberattacks.

Were connected by one mission but driven by the impact of that mission and what it means to protect our way of life in the digital age. Join a dynamic and fast-paced team of people who feel excited by the prospect of a challenge and feel a thrill at resolving technical gaps that inhibit productivity.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $164000 - $266000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here. 

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant 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  .

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.

Is role eligible for Immigration Sponsorship No. Please note that we will not sponsor applicants for work visas for this position.

Remote Work :

No

Employment Type :

Full-time