Program Manager, PMO

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

Local SF Bay Area candidates who can be onsite.

Additional Information :

The Team

You will be part of a growing passionate and dynamic team with an opportunity to work on challenging and exciting projects centered on what we believe is one of the most significant mission statements in the world. We also strive to be the most people-centric company ever! That means were constantly working to make your experience amazing and you are part of the team breaking boundaries of what the workplace can be!

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 $132000 - $214500/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