Director of Operations, Global Technical Services

Palo Alto Networks, Inc.; United States; Remote; USD 189,000 - 259,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking a Director of Operations to serve as the strategic and operational backbone of the Global Technical Services organization.

You will turn customer lifecycle data into scalable processes and a reliable cadence across data platform, cybersecurity, and observability portfolios. You will design dashboards for NRR/GRR, lead global metrics and business reviews, and partner with Finance, RevOps, Product, Sales, and Support to ensure cohesive account management and

Qualifications

• 10+ years in Customer Success Operations, Revenue Operations, or Business Operations in enterprise SaaS or cloud.
• Led global operations and data analytics teams.
• Deep experience with CSCRM platforms and BI tools; strong data modeling skills.
• Strong analytical rigor translating data into executive summaries and strategies.
• Outstanding stakeholder management with senior leaders.
• Familiarity with data platform, cybersecurity or observability markets.
• SQL literacy and experience with UAT for large deployments.
• MBA or equivalent strategic leadership experience.

Responsibilities

• Lead Long-Range Planning and annual operational planning for Customer Success.
• Coordinate headcount, budget, capacity modeling, and revenue forecasting with Finance/RevOps.
• Develop data-driven models to align resources with global coverage needs.
• Oversee standardized global dashboards showing NRR, GRR, Time-to-Value, churn risk.
• Establish global metrics and lead recurring business reviews.
• Design automated procedures across the customer lifecycle from onboarding to expansion.
• Own CS tech stack deployment and optimization (Gainsight, Salesforce, Snowflake, Tableau).
• Create training and change management for global teams on new workflows.
• Unite Customer Success with Product, Sales, and Support to eliminate silos.
• Hire, mentor, and lead a global operations and data-analytics team.

Skills

Leadership

Analytical

Stakeholder management

SQL literacy

UAT experience

Data analytics

Communication

Education

MBA

Tools

Gainsight

Salesforce

Snowflake

Tableau

Job description

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

As the Director of Operations, you are the strategic and operational backbone of the Global Technical Services organization. You will turn customer lifecycle data into actionable insights, scalable processes, and a reliable operational cadence. You will connect customer insights, portfolio strategy, and go‑to‑market execution to accelerate value realization across the data platform, cybersecurity, and observability portfolios.

Responsibilities

• Financial Planning & LRP: Lead Long‑Range Planning (LRP) and annual operational planning for the Customer Success organization.

• Corporate Connectivity: Act as the primary liaison with Corporate Finance and RevOps to align on headcount planning, budget allocation, capacity modeling, and revenue forecasting.

• Modeling: Develop data‑driven models to align resources with business needs and global customer coverage requirements.

• Global Reporting: Oversee the development of standardized global dashboards, providing “single-pane-of-glass” visibility into Net Retention Rate (NRR), Gross Retention Rate (GRR), Time‑to‑Value, and churn risk.

• Performance Frameworks: Establish global business metrics and MBO strategies. Lead recurring business reviews to address performance gaps and drive accountability.

• Lifecycle Design: Design and implement frictionless, automated procedures across the entire customer lifecycle—from onboarding to expansion.

• Tech Stack Ownership: Lead the deployment and optimization of the Customer Success technology stack (e.g., Gainsight, Salesforce, Snowflake, Tableau).

• Strategic Enablement: Design training plans and change management strategies to ensure global Customer Success and Professional Services teams are enabled on new workflows, technical updates, and playbook rollouts.

• Operational Bridge: Unite Customer Success with Product, Sales, and Support to eliminate silos and ensure cohesive account management.

• Team Leadership: Hire, mentor, and lead a global team of operations managers and data analysts, fostering a culture of operational rigor and continuous improvement.

Qualifications

Required Qualifications

• Experience: 10+ years of experience in Customer Success Operations, Revenue Operations, or Business Operations within a high‑growth, enterprise SaaS or cloud software organization.
• Leadership: Demonstrated success in building, mentoring, and managing high‑performing global operations and data analytics teams.
• Technical Acumen: Deep expertise in administering Customer Success and CRM platforms (e.g., Gainsight, Salesforce) and a strong grasp of data warehousing and Business Intelligence tools (e.g., Snowflake, Tableau) and spreadsheet modeling.
• Analytical Rigor: Exceptional analytical and problem‑solving skills with a proven ability to translate complex customer data into clear executive summaries and actionable strategies.
• Stakeholder Management: Outstanding ability to influence without authority and provide structured executive communication to senior leadership.
• Domain Knowledge: Familiarity with the data platform, cybersecurity, or observability markets, including an understanding of telemetry definitions and technical adoption methodologies.
• Technical Skills: SQL literacy and experience managing User Acceptance Testing (UAT) for large‑scale system deployments.
• Education: MBA or equivalent strategic leadership experience.

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.

$189,000.00 - $259,350.00/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 [e-mail].

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.