Outsourcing & Partner Support, Program Manager
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! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Summary Reporting to the Sr. Director, Global Outsourcing & Partner Support, the Outsourcing & Partner Support Program Manager is responsible for leading regional Service Delivery Partner (SDP) performance. This role provides direct leadership to drive strategy, operational excellence, and measurable outcomes for one or more global outsourcing partners to achieve critical KPIs while enabling scalable, industry-leading support operations with an emphasis on AI-enabled tooling. Role Scope: This is a people-management and outsourced service delivery leadership role focused on technical support operations and Service Delivery Partner (SDP) performance. It is not a software development role or an IT project management role. Key Responsibilities: 1. Manage and grow relationships with one or more global outsourcing partners to ensure alignment to business objectives, operational standards, and service expectations. 2. Partner with SDPs to improve operational efficiency, scalability, and flexibility through training and cross-training strategies and expanded program/product case-handling capability. o Own and drive outsource partner support KPIs, including CSAT, MTTR, backlog aging, and engineer productivity. o Ensure adherence to SLAs and established escalation frameworks; identify and address risks to compliance. o Oversee case lifecycle management, queue health, workload distribution, and operational readiness across assigned partners. o Develop and execute backlog reduction strategies, including aged-case burn-down plans and continuous improvement actions. 3. Lead forecasting and financial performance management with partners to meet budget requirements and staffing plans. 4. Leverage current and future toolsets, particularly AI-enabled solutions, to automate workflows, expand customer/partner self-service, reduce time to resolution, and improve quality of service. 5. Support the development and ongoing management of the Channel Partner/Managed Service Provider (MSP) support program to improve case quality, maintain required training and certification levels, and enhance the Channel Partner/MSP customer experience. Required Skills / Demonstrated Success: Leverage AI technologies to drive operational efficiencies and measurable service improvements. Manage multiple priorities and align strategic objectives, individual goals, and global team goals to departmental outcomes. Collaborate effectively across global support teams, security services, sales, operations, channel partner teams, and leadership to influence and improve SDP performance. Apply strong analytical capability, including using data from tooling and reporting solutions to identify trends, inform decisions, and deliver results. Demonstrate executive-level communication and presentation skills, conveying strategy, solutions, and performance outcomes to partners and internal stakeholders.
Qualifications
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. $80,000.00 - $130,000.00/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? No. Please note that we will not sponsor applicants for work visas for this position. Apply To This Job