Director of Application IT Product Management (Customer Experience)

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!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Your Career

Palo Alto Networks is seeking a Director of Application Product Management to lead the strategic vision and transformation across key domains—including Entitlement & Consumption Management, New Product Introduction, Licensing & Provisioning, and Customer Support & Success.

In this high-impact leadership role, you will define and execute a holistic product strategy spanning the broader licensing and provisioning ecosystem. Your work will directly influence both our Product and Global Customer Service (GCS) organizations.

Leveraging deep expertise in product licensing, entitlements, and consumption-based models, customer success, customer support, you will translate business objectives into a clear and actionable Application Product Roadmap. Your solutions will enable scalable operations, enhance customer experience, and drive adoption across internal and external user journeys.

Success in this role will require first-principles thinking to break down complex problems and architect innovative, AI-enabled solutions that streamline processes and accelerate value delivery.

This role reports to the Senior Director of Application IT within the CIO organization. You will lead a team of high-performing Application Product Managers and work in close partnership with executive leaders across all business functions to drive strategic initiatives, streamline operations, and deliver measurable business impact.

This is a unique opportunity to shape the future of how we deliver customer value—championing innovation, driving operational excellence, and creating seamless, scalable experiences across the enterprise.

Your Impact

• Define and own the product vision, strategy, and roadmap for the full portfolio spanning Entitlement & Consumption Management, New Product Introduction (NPI), Licensing & Provisioning, and Customer Support & Success. Ensure alignment with broader business objectives while identifying opportunities for competitive differentiation and transformational impact—especially in support of consumption-based revenue models and enhanced pre- and post-sales experiences.
• Build, mentor, and lead a high-performing team of Application Product Managers, fostering a culture of innovation, accountability, and continuous improvement. Provide strategic direction, coaching, and career development to elevate individual and team performance.
• Act as a trusted advisor to executive stakeholders across Product and GCS organizations. Leverage strong business acumen and influencing skills to shape strategic decisions and direction for customer experience (CX) operations through a combination of technology, data, iterative UI/UX design, rapid prototyping, and business process optimization. Translate complex technical concepts into clear business value to drive alignment on priorities.
• Drive seamless integration of New Product Introductions (NPIs) into the post-sales experience by partnering closely with Product, cross-functional IT teams, and the Strategy organization to ensure a connected and scalable delivery model.
• Champion the adoption of advanced AI technologies across the CX portfolio, with a focus on embedding intelligent support capabilities directly into the in-product experience, elevating customer engagement and issue resolution.
• Collaborate with IT Architecture and Engineering leaders to ensure solutions are built with architectural integrity, scalability, security, and long-term maintainability in mind—anticipating evolving needs in a consumption-based business environment.
• Oversee the entire product lifecycle across the CX, NPI, Licensing, and Provisioning portfolio—from ideation and discovery to development, launch, adoption, and continuous improvement. Establish strong governance and delivery frameworks to ensure timely and reliable execution, including initiatives that streamline quoting and provisioning processes.
• Lead a data-driven product management approach, defining success metrics and KPIs to guide decision-making. Leverage analytics, market trends, and customer feedback to continuously improve product offerings and maximize business value.
• Identify and drive transformation of complex business processes using modern technologies to enhance operational efficiency, reduce friction, and elevate both the customer and employee experience.

Your Experience 

• 15+ years of experience in IT Application Product Management, with deep domain expertise in Licensing, New Product Introduction (NPI), and post-sales processes, demonstrating a strong record of strategic leadership and progressive responsibility.
• 7+ years in senior leadership roles, successfully overseeing teams of Product Managers and managing complex, strategic portfolios—preferably within high-growth SaaS environments.
• Demonstrated first-principles thinking, with a history of delivering breakthrough solutions that challenge conventional industry norms and drive transformative outcomes.
• Extensive expertise in Licensing, Entitlements, and Consumption models, with hands-on experience in platforms such as Service Cloud, Gainsight, and related GTM/CX technologies.
• Advanced proficiency in AI-driven solutions, including generative AI, intelligent automation, and cloud-native AI/ML pipelines, with a proven track record of delivering tangible business value through innovative AI initiatives.
• Strong grasp of AI tooling and infrastructure, and practical experience integrating AI capabilities into enterprise workflows.
• Experience leading large, distributed global teams, driving cross-functional collaboration, and fostering high-performance cultures.
• Proven success in optimizing IT product strategies for consumption-based revenue models, with a focus on improving end-to-end sales processes and streamlining quoting and provisioning experiences.
• Expertise in data architecture and analytics, including the ability to define measurement frameworks, derive insights from complex data sets, and guide data-informed decision-making.
• Solid understanding of enterprise software security, compliance, and governance frameworks, particularly within regulated industries.
• Bachelor’s degree in Computer Science, Business Administration, or a related field is required.MBA or advanced degree preferred.
• Change management certification or demonstrated success leading organizational transformation initiatives is highly desirable.
• Must be in SF Bay area to be onsite.

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 we’re 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 $223,000 - $306,500/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

We’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  [email protected].

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?: Yes