Palo Alto Networks · 17 hours ago
Principal IT Product Manager-AI Support
Santa Clara, CA
Full-time
Hybrid
Lead/Staff
$164K/yr - $266K/yr
12+ years expPalo Alto Networks is dedicated to protecting our digital way of life through innovation and cutting-edge technology. The role of Principal IT Product Manager-AI Support involves defining and executing the vision for an AI-first Customer Support platform, focusing on intelligent support systems and maximizing customer experience.
Agentic AICloud SecurityCyber SecurityNetwork SecuritySecurity
No H1B
Responsibilities
Own the strategy and delivery of a unified, AI-powered platform specializing in maximizing case deflection, optimizing intelligent case routing, and enabling seamless customer self-service
Drive significant velocity and ensure our platform investments maintain a competitive edge, directly tying feature execution to measurable Return on Investment (ROI)
Define and champion the multi-year roadmap for IT CX products, prioritizing AI integration for predictive, proactive, and personalized support within the SFDC Service Cloud ecosystem
Own the complete product lifecycle from ideation to delivery, managing product strategy, epics, and detailed user stories
Define the product vision for Knowledge-Centered Service (KCS) and customer self-service channels, leveraging AI to improve knowledge health and significantly increase case deflection rates
Act as the primary executive communication channel, establishing clear governance and decision-making processes to ensure product vision is aligned across business unit leaders, IT, and R&D
Utilize Voice of the Customer (VoC) and advanced analytics, alongside competitive analysis, to inform the product roadmap, prioritize permanent fixes, and develop data-driven business cases for platform investments
Lead the effort to bridge business strategy, Data Science, and Engineering, ensuring seamless development and integration of AI models with core platforms (SFDC/Omnichannel)
Establish and monitor comprehensive KPIs for AI-powered features, including model performance, data quality, deflection rates, and overall product ROI
Qualification
Required
12+ years of Product Management experience in technology or IT CX, with a demonstrated focus on building and launching AI-powered solutions
Bachelor's or Master's degree in Computer Science, Engineering, Business or a related field with a strong emphasis on AI/ML
Deep Platform Expertise: Proven ownership and management of Salesforce Service Cloud and Omnichannel solutions, specifically optimizing case deflection and customer self-service channels
Domain Expertise: Deep expertise in Customer Support, Success, and the operational models of KCS (Knowledge-Centered Service)
Technical Acumen: Robust background with a deep understanding of cloud architectures and machine learning platforms
Leadership & Influence: Exceptional communication and presentation skills, with the ability to articulate complex AI product visions and financial progress to executive audiences
Methodology: Expert proficiency in Agile/Scrum methodologies and leading product planning in an AI development context
Preferred
MBA degree is a plus
Benefits
Restricted stock units
Bonus
Company
Palo Alto Networks
Palo Alto Networks is a cybersecurity company that offers cybersecurity solutions for organizations.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$65MKey Investors
Icon VenturesLehman HoldingsGlobespan Capital Partners
2012-07-20IPO
2008-11-03Series C· $10M
2008-08-18Series C· $27M
Leadership Team
Helmut Reisinger
CEO EMEA
Nikesh Arora
Chairman CEO
Recent News
2026-01-22
The Motley Fool
2026-01-22
Company data provided by crunchbase