Digital Experience Product Manager (Remote)

Job Type: Full time
Job Nature: 100% Remote
Location: Chicago, IL
Posted: Sep 27, 2021
Level: Other
Category: Management

Company Description


Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Your Career

The Digital Experience Product Manager will drive Palo Alto Networks’ award-winning digital experience for Global Customer Service through the execution of projects you own In conjunction with your Digital Customer Experience teammates, Services management, IT, and other teams, you create a seamless digital customer experience that echoes the marquis of our brand. You will be the key advocate for quickly evolving data-driven customer experience, through the post-sale journey, by utilizing online channels to quickly bring customers to their desired goals. You will drive teams toward the timely completion of multiple strategic projects from initiation through delivery, tracking priorities and progress toward these goals.

To be successful in this position you must possess a combination of strong entrepreneurialism, evangelism, and execution acumen. Across the company, you help stakeholders understand how digital fuels customer success and our bottom line. You evolve leading practices for your product area and the overall self-service experience.

 


Job Description


Your Impact

  • Contribute thought & influence leadership for the strategies and plans to operationalize the digital customer journey
  • Extract and convert team goals into and specific plans and initiatives, showing measurable results to expected outcomes
  • Engage customers for product evangelism and requirements gathering, combining with market research and other analysis to build business cases for change
  • Collaborate with internal teams and customers to understand opportunities and needs, establishing user stories, objectives, and key results
  • Engage cross-functionally with engineering and IT to create efficiencies and agility to revolutionize digital services, prioritizing capability and feature requirements
  • Lead the execution of your domain’s portion of the digital experience

The Team

Our Digital Customer Experience, within Global Customer Support, is critical to our success and mission. As part of this team, you enable customer success by providing support and digital solutions to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.


Qualifications


Your Experience

  • Bachelor’s/Master’s Degree in a related field of study

  • 5-8+ years of relevant experience as a program or digital product manager

  • Success delivering transformational digital experiences for customer services at a software company

  • Deep knowledge and experience with customer journey mapping, user/process flows, customer insights analytics, A/B testing, and web applications

  • Proficiency with product management and development techniques (e.g. Agile, Scrum)

  • Experience managing multiple projects with multiple deadlines involving multiple cross-functional teams with competing priorities

  • Ability to communicate objectives, plans, status and results clearly, focusing on key points

  • Strong influencing skills with the ability to establish relationships with stakeholders at all levels in the organization

#LI-GF1


Additional Information


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.

Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, 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.