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Director, Product Support Strategy & Business Analytics

Company: Palo Alto Networks Inc.
Location: Santa Clara
Posted on: May 3, 2021

Job Description:

Job Description


In the role of Director, GCSD Product Support Strategy & Business Analytics you will be expected to own and manage the global Product Support Lifecycle and Specialization Framework that drives business readiness, scalability and ultimately workforce management for the entire Support Organization. You will also be the go to person for anything and everything analytics related with a deep understanding on how Technical Support operates. Beyond all that you will represent the Global Customer Support Organization ensuring business readiness for new Product introductions and acquisitions. The ideal candidate will have an eye for detail, can connect the dots, and will recognize areas of improvement within the current operating model. This individual will need to be highly adaptable and creative while demonstrating the ability to continually adjust to the ever-changing needs of the Business as the Support organization continues to scale.


Ability to lead cross functional projects using advanced analytics to discover insights that will guide and prioritize strategic decisions and uncover optimization opportunities

Partner with business stakeholders and document business requirements for developing appropriate business analysis and reporting applications

Anticipate impacts to workforce management from the Product Support Lifecycle and Specialization Framework and design/implement analytics solutions to meet future demands

Work with Business stakeholders and supporting teams to assess and drive Product Support Lifecycle Management

Be the expert on Product Support lifecycle while champion process best practices, metrics and high quality standards within the Organization

Identify key business levers, perform analysis, interpret and communicate insight initiatives to various stakeholders to facilitate data-directed decision-making

Be an analytics thought leader, levering data science to generate deep and actionable insights to improve Customer Support

Ability to partner with cross-functional teams in delivering trusted data and key insights

Champion an objective, data-driven culture

Engage and build relationships with cross-functional NPI teams and stakeholders to ensure that Customer Support operational Business readiness requirements are understood and implemented

Provide clear, concise, transparent, and insightful status reporting to the team, executives, and a diverse set of stakeholders

Lead efforts to resolve key project conflicts and establish appropriate resolution paths

Create a collaborative work environment that fosters autonomy, transparency, mastery, innovation and learning

Understand the systems in their program space, the limitations, scaling factors, boundary conditions, and reasons behind architectural decisions

Keywords: Palo Alto Networks Inc., Santa Clara , Director, Product Support Strategy & Business Analytics, Other , Santa Clara, California

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