Director of IT Product Management Customer Experience - AI

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

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 Summary

Palo Alto Networks is seeking a Director of Application Product Management to lead the strategic AI 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 an AI holistic product strategy spanning Salesforce, custom-built applications, and the broader licensing and provisioning ecosystem. Your work will directly influence both our Product and Global Customer Service (GCS) organizations. If you have demonstrated first-principles thinking, with a history of delivering breakthrough solutions that challenge conventional industry norms and drive transformative outcomes this is for you.

We can leverage our expertise in product licensing, entitlements, and consumption-based models, 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 creative out of the box 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 that drives product activation, consumption measurement, reporting, case management and more. 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. Drive velocity improvements to significantly reduce time to market for new product introductions
• 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.

Qualifications

• 10+ years of experience in Product Management, with a strong track record of building and launching enterprise software products, including 0-to-1 product development, AI-native applications, and complex SaaS platforms. Experience in Licensing, Entitlements, New Product Introduction (NPI), and post-sales processes is highly valued.
• 7+ years in senior leadership roles, successfully overseeing teams of Product Managers and managing complex, strategic portfolios—preferably within high-growth SaaS environments.
• Proven 0-to-1 product builder with experience taking ideas from concept to working prototype and production. Demonstrated ability to identify high-impact business problems, apply first-principles thinking, rapidly validate solutions, and deliver AI-native products that transform traditional enterprise workflows.
• Hands-on experience building AI-native products using tools such as Lovable, Cursor, Replit, Claude, or similar AI-assisted development platforms. Ability to independently build functional prototypes, experiment with AI capabilities, develop proof-of-concepts, and translate concepts into scalable production solutions in close partnership with engineering.- Deep expertise in AI-driven product development, including generative AI, agentic AI, LLMs, RAG, AI agents, intelligent automation, and AI-powered enterprise workflows. Proven experience moving beyond experimentation and delivering AI products that demonstrate measurable business impact.-
• Strong technical fluency and a builder mindset, with practical experience working across APIs, cloud-native architectures, data platforms, AI tooling, and enterprise integrations. Ability to engage directly with engineering teams on architecture, technical trade-offs, rapid prototyping, and production readiness.
• Experience in Licensing, Entitlements, Consumption Management, and SaaS business models, with a strong understanding of the end-to-end customer lifecycle, including NPI, quoting, provisioning, usage tracking, renewals, and post-sales customer experiences.
• Experience with Salesforce Service Cloud, Gainsight, or related GTM and CX platforms is preferred.- Demonstrated ability to identify and deliver AI-first opportunities that rethink legacy enterprise applications, business processes, and operating models.
• Experience replacing manual, fragmented, or traditional workflows with intelligent, automated, and context-aware products.- Strong product execution and experimentation skills, including rapid prototyping, customer discovery, design partnerships, MVP development, iterative releases, and defining product success metrics. Ability to balance speed of innovation with enterprise scalability, reliability, security, and adoption.
• Experience leading global, cross-functional teams across Product Management, Engineering, Design, Data Science, and business stakeholders. Ability to influence without authority, establish a strong product development culture, and drive alignment across complex organizations.
• Expertise in product analytics and data-driven decision-making, including defining product KPIs, measuring AI performance and adoption, establishing evaluation frameworks, and using customer feedback and usage data to continuously improve products.
• Strong understanding of enterprise security, compliance, data governance, and responsible AI, with experience delivering secure, scalable AI-powered products in complex enterprise or regulated environments.-
• Bachelor’s degree in Computer Science, Engineering, Business Administration, or a related field required.-
• MBA or advanced degree in a relevant technical or business discipline preferred.

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/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$234,100.00 - $321,300.00/yr

Our Commitment

We’re trailblazers that dream big, 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