Strategic Insights Lead, Global Customer Services

Palo Alto Networks; Santa Clara (CA); On-site; USD 157,000 - 254,000; Full time

Job summary

Palo Alto Networks is seeking a Strategic Insights Senior Manager aligned to our Global Customer Services (GCS) organization to drive the Support Transformation with high visibility. You will partner with senior leaders and cross-functional teams to translate data into strategic, actionable insights that shape business priorities and elevate customer outcomes.

This hands-on, strategic role requires leading end-to-end initiatives, driving high-impact programs, and delivering executive-ready

Qualifications

• Demonstrated experience acting as an operational catalyst who drives end-to-end initiative execution rather than delivering passive analytical reports.
• Global Customer Services Operational 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 problems and design high-impact solutions.
• Synthesize data into actionable insights for executive decisions.
• Deliver concise materials for executives, including business cases and strategic plans.
• Own the global Case Elimination Program; analyze data to root causes with R&D and Engineering.
• Lead Aged Backlog Reduction; identify friction and improve Time-to-Resolution with Engineering.
• Executive stakeholder management; align cross-functional priorities via interlock forums.
• End-to-end ownership of multi-theater programs; adapt strategies with governance.

Skills

Operational catalyst

Cross-functional leadership

Executive communication

First-principles problem solving

Metrics governance

Agility

Job description

Palo Alto Networks is seeking a Strategic Insights Senior Manager aligned to our Global Customer Services (GCS) organization to drive the Support Transformation with high visibility. You will partner with senior leaders and cross-functional teams to translate data into strategic, actionable insights that shape business priorities and elevate customer outcomes.

This hands-on, strategic role requires leading end-to-end initiatives, driving high-impact programs, and delivering executive-ready