Program Manager, Outsourcing & Partner Support

🕒 2 days ago

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Palo Alto Networks

WebsiteLinkedInAll Job Openings

10,000+ employees

🔒 Cybersecurity

🏢 Enterprise

💰 $1M Seed Round - Morta Security on 2013-02

Cybersecurity • Enterprise

Palo Alto Networks is a global cybersecurity company that provides AI-driven platforms, products, and services to protect networks, cloud workloads, endpoints, and applications. Its portfolio includes next-generation firewalls, SASE and Prisma Cloud (CNAPP) offerings, the Cortex security operations suite (XDR, XSOAR, XSIAM), and Unit 42 threat intelligence and incident response services. Palo Alto Networks helps enterprises secure AI deployments, automate SOC workflows, and prevent, detect, and respond to sophisticated threats across hybrid and multi-cloud environments.

📋 Description

• Manage and grow relationships with one or more global outsourcing partners to ensure alignment to business objectives, operational standards, and service expectations. • Partner with SDPs to improve operational efficiency, scalability, and flexibility through training and cross-training strategies and expanded program/product case-handling capability. • Own and drive outsource partner support KPIs, including CSAT, MTTR, backlog aging, and engineer productivity. • Ensure adherence to SLAs and established escalation frameworks; identify and address risks to compliance. • Oversee case lifecycle management, queue health, workload distribution, and operational readiness across assigned partners. • Develop and execute backlog reduction strategies, including aged-case burn-down plans and continuous improvement actions. • Lead forecasting and financial performance management with partners to meet budget requirements and staffing plans. • 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. • 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development