Senior Insights & Strategy Lead, Global Support

Jobs Paloaltonetworks; California (MO); On-site; USD 153,000 - 248,000; Full time

Job summary

Palo Alto Networks is seeking a Sr Business Insights Consultant focused on Support to lead high‑visibility transformation initiatives across the organization. You will translate data into strategic insights that shape priorities and improve customer outcomes.

The role requires hands‑on strategic leadership, partnering with senior leaders, R&D, and engineering to implement impactful programs, improve time‑to‑resolution, and drive cross‑functional execution in a fast‑moving environment.

Qualifications

• Demonstrated experience acting as an operational catalyst who drives end‑to‑end initiative execution rather than delivering passive analytical reports.
• Tech & Support Operations Expertise: Background in enterprise technical support operations, product serviceability programs, or software/hardware engineering interlocks.
• Advanced Data & Root‑Cause Analysis: High proficiency in synthesizing complex quantitative/qualitative datasets to pinpoint systemic operational bottlenecks.
• First‑Principles Problem Solving: Ability to structure complex, ambiguous operational problems into actionable, phased improvement roadmaps.
• Metrics & Governance Design: Hands‑on experience developing operational KPIs, governance frameworks, and tracking mechanisms for large‑scale programs.
• Cross‑Functional Leadership & Orchestration: Ability to mobilize, align, and direct cross‑functional teams (Engineering, R&D, Operations) without direct authority.
• Executive Communication: Skilled in translating technical, multi‑layered data into polished, executive‑ready presentations and business proposals.
• Agility & Drive: Comfort operating in fast‑moving, high‑visibility environments with evolving business priorities.

Responsibilities

• Apply first‑principles thinking to deconstruct complex problems and design pragmatic, high‑impact solutions that advance business priorities.
• Synthesize diverse data sources into actionable insights that enable clear, confident decision‑making at all levels of the organization.
• Deliver concise, compelling materials for executive audiences, including business cases and strategic plans that drive measurable outcomes.
• Own and direct the global Case Elimination Program. Perform advanced qualitative and quantitative analyses on support case data to isolate root causes, partnering directly with R&D and Engineering leaders to prioritize product enhancements that eliminate customer friction and support case volume at the source.
• Aged Backlog Reduction & Serviceability Strategy: Lead strategic initiatives focused on Aged Case Backlog Reduction. Collaborate with Engineering to conduct deep‑dive technical investigations into complex aging cases (>30 days), identifying systemic friction points and driving targeted product serviceability enhancements to accelerate Time‑to‑Resolution (TTR).
• Executive Stakeholder Management & Engineering Interlock: Serve as the primary strategic liaison between Support Operations, Engineering, and executive leadership. Synthesize complex technical data into high‑impact recommendations, chairing interlock forums to align cross‑functional priorities with broader company goals.
• End‑to‑End Strategic Ownership & Agility: Demonstrate full end‑to‑end accountability for multi‑theater operational programs, from initial problem identification through technical solution architecture and executive roll‑out.

Skills

End-to-end initiative execution

Cross-functional leadership

Executive communication

Data synthesis & insights

Agility & drive

Operational governance

Job description

Palo Alto Networks is seeking a Sr Business Insights Consultant focused on Support to lead high‑visibility transformation initiatives across the organization. You will translate data into strategic insights that shape priorities and improve customer outcomes.

The role requires hands‑on strategic leadership, partnering with senior leaders, R&D, and engineering to implement impactful programs, improve time‑to‑resolution, and drive cross‑functional execution in a fast‑moving environment.