Principal IT Product Manager-AI Support

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 Your Career You are the Senior Product Leader defining and executing the vision for our AI-first Customer Support platform. You strategically own the roadmap for key technologies like SFDC Service Cloud and Omnichannel, driving their transformation by embedding Artificial Intelligence (AI). Your focus is pioneering intelligent support systems that maximize efficiency, deliver proactive service, and ensure a superior global customer experience. This is an in office role 3 days/week in our HQ, Santa Clara, CA Your Impact Architect Intelligent Platform: 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. Ensure Market Leadership & ROI: Drive significant velocity and ensure our platform investments maintain a competitive edge, directly tying feature execution to measurable Return on Investment (ROI). AI-First Product Strategy & Roadmap: 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. Product Ownership & AI Integration: Own the complete product lifecycle from ideation to delivery, managing product strategy, epics, and detailed user stories. Ensure AI is integrated where it drives the highest measurable value in workflows. KCS, Knowledge & Self-Service Strategy: 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. Cross-Functional Governance & Executive Communication: 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. VoC, Analytics & Competitive Strategy: 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. Cross-Functional AI Orchestration: Lead the effort to bridge business strategy, Data Science, and Engineering, ensuring seamless development and integration of AI models with core platforms (SFDC/Omnichannel). Define and Drive Success Metrics: Establish and monitor comprehensive KPIs for AI-powered features, including model performance, data quality, deflection rates, and overall product ROI.