IT Product Manager

Palo Alto Networks, Inc.; Santa Clara (CA); Hybrid; USD 164,000 - 266,000; Full time

Job summary

Palo Alto Networks is seeking a Principal IT Product Manager with an End-to-End mindset to transform our post-sales customer ecosystem. You will map the customer journey from purchase to deployment, consumption, and ongoing support, designing AI-enabled solutions that reduce friction and accelerate value.

You will architect an AI-first product roadmap across Salesforce, Gainsight, and custom apps, coordinating across GCS, IT, and Data teams to deliver living specs and measurable ROI.

Qualifications

• 12+ years of product management in enterprise tech, IT post-sales, or CX.
• Demonstrated experience launching AI-powered, scalable solutions.
• Ability to align business objectives with an AI-enabled product roadmap.

Responsibilities

• Own the post-sales AI-enabled ecosystem roadmap from ideation to delivery.
• Bridge silos by aligning deployment, licensing, and usage with customer health metrics.
• Lead cross-functional collaboration among Business, R&D, IT, Data Eng and QA.

Skills

Post-Sales experience

AI systems

First-Principles thinking

E2E journey mapping

Executive communication

Education

Bachelor’s or Master’s in CS/Engineering

Tools

Salesforce

Gainsight

Clarizen

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!

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

Palo Alto Networks is seeking a Principal IT Product Manager with an End-to-End (E2E) process mindset to lead the strategic vision and transformation of our post-sales customer ecosystem. In this role, you will look at the customer journey through a holistic lens: from the moment a customer purchases a product, through deployment, consumption, to ongoing technical support and telemetry that drives an overall account health management.

Leveraging first-principles thinking, you will break down complex, siloed operational tracks and architect AI-enabled, agentic solutions that simplify processes, eliminate friction, and accelerate value delivery. You will design systems where AI agents operate autonomously or with a human-in-the-loop, utilizing generative conversational AI to revolutionize how our customers deploy, utilize, and support their investments. This role requires a unique blend of deep data-driven empathy for the customer journey and cutting-edge technical product management expertise to directly influence both our Product and Global Customer Service (GCS) organizations.

Translate business objectives into a clear and actionable Application Product Roadmap and execute a holistic product strategy spanning Salesforce, Gainsight, Clarizen, Custom-built applications, and the broader post sales ecosystem.post-sales

Key Responsibilities

E2E Customer Journey Mapping & Vision

• Analyze the comprehensive post-sales customer lifecycle, linking the initial purchase to licensing/entitlement activation, deployment hurdles, feature consumption, and support ticket creation.

• Bridge operational silos by mapping how a technical support case or telemetry alert triggers upstream adjustments in deployment workflows or consumption tracking contributing to customer overall health.

• Act as the primary architect of a unified, actionable Application Product Roadmap across Salesforce, Gainsight, custom applications, and telemetry data lakes.

Agentic Process Design

• Identify manual friction points in the service and lifecycle chains, replacing them with \"Agent-Native\" architectures to automate complex tasks

• Design and deploy autonomous or human-in-the-loop AI agents capable of reasoning through complex deployment blocks, license usage imbalances, or feature adoption gaps.

• Infuse generative conversational AI into customer-facing and internal touchpoints to deliver predictive, proactive, and deeply personalized experiences.

Telemetry & Predictive Support Orchestration

• Leverage advanced analytics, machine learning platforms, and real-time product telemetry data to identify patterns in case trends and engineering escalations.

• Design features that correlate support requests with specific deployment phases versus active consumption anomalies, proactively prioritizing platform fixes and preventing future customer issues.

• Ensure data feeds from infrastructure and cloud systems are structurally optimized to empower AI models to anticipate user needs before an issue is manually reported.

AI-Augmented Prototyping & Delivery

• Maintain a \"Builder\" mindset, moving beyond static PRDs by using AI-assisted tools (e.g., LLMs, low-code builders) to construct \"Living Specs\"—functional prototypes that validate data flows and API logic prior to engineering handoff.

• Own the complete product lifecycle from ideation to delivery, writing precise epics and user stories with an AI-first lens embedded as part of the AI SDLC

• Serve as the central cross-functional bridge among Business units, R&D, IT Architecture, Data Engineering, and QA to bring intelligent ecosystem solutions to fruition.

Metrics & Governance

• Establish and monitor comprehensive success criteria and KPIs for AI-powered features, tracking model performance, data quality, agent execution accuracy, and tangible ROI.

• Champion AI product management best practices within the organization, mentoring junior team members and evangelizing the power of AI to solve complex business problems.

• #LI-LB3

Qualifications

Required Qualifications

• 12+ years of product management experience in enterprise technology, IT Post-Sales, or Customer Experience (CX) domains, with a proven track record of launching scalable, AI-powered solutions.

• E2E Process Thinker: Demonstrated experience tracking a customer’s post-sales journey across distinct domains such as entitlement management, consumption, activation and provisioning, customer success and support.

• First-Principles Mindset: Ability to peel back layers of legacy workflows to understand raw data flows, using logic to reconstruct elegant, simplified architectures from scratch.

• Deep expertise in Agentic AI systems, including hands-on experience structuring workflows for autonomous agents, human-in-the-loop validation, and generative conversational frameworks.

• Proven experience integrating AI solutions with core enterprise platforms like Salesforce Gainsight, Clarizen or other custom applications

• Exceptional communication skills, with the ability to articulate complex AI agent logic and E2E journey visions to both technical engineering teams and non-technical executive leadership.

• Proficiency in Agile/Scrum methodologies, with a track record of leading sprint planning and backlog grooming specifically within an AI or advanced data development context.

Preferred Qualifications

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field, with a strong emphasis on AI/ML preferred.

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.

$164,000.00 - $266,000.00/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?: Yes