Senior Director, GCS Operations

Your Career

The Palo Alto Networks Global Customer Services (“GCS”) organization plays a pivotal role in safeguarding businesses against evolving cyber threats.  We match our best-in-class cybersecurity product portfolio with our industry-leading services portfolio including Professional Services, Customer Success and Technical Support to ensure customers have a seamless experience to drive optimal security outcomes for their business. We guide customers up the security maturity curve and continuously support them when, where, and how they need it - keeping their business safe.

As the Global Customer Services Operations Director, JAPAC at Palo Alto Networks, you will play a crucial role in designing and implementing new processes to support the growing and transforming organisation; and enhancing the efficiency and effectiveness of the GCS organization across our JAPAC region which includes Technical Services, Account Health management and Support teams. This leader will perform data analysis and provide relevant, proactive insights to aid the Vice President of Global Customer Services (JAPAC) and their leadership team manage the day to day business to meet and exceed their business objectives.  

This leader will also be accountable for establishing robust operating rigor and driving initiatives to maintain high standards across the region and the global GCS team, aligned with the company's commitment to unparalleled service delivery. 

As the Global Customer Services Organization undergoes transformational changes to adapt to evolving market dynamics and customer expectations, this leader will play a crucial role in supporting process re-design and operationalization initiatives. This role requires a forward-thinking individual capable of driving innovation and piloting programs to enhance the efficiency and effectiveness of overall customer satisfaction and business performance.

Your Impact

• AI Transformation - Defining an AI roadmap and strategy for Global Customer Services

  • Identification of efficiencies, process mapping and defining future projects

  • Build and define a roadmap across multiple stakeholders, groups

    • Support, Professional Services and Customer Success

  • Understand AI landscape to continue to educate the organization 

• Strategic Alignment and Operational Cadence 

  • Align the theater operating cadence with GCS’ overall vision and strategy

  • Define and manage schedules for key meetings, ensuring focus on strategic priorities, key metrics, alignment to global programs, problem-solving and process excellence

• Performance Analysis and Reporting

  • Regularly analyze baseline data to identify trends, patterns, and areas for improvement, translating insights into actionable recommendations into both strategic initiatives and routine operations

  • Develop and implement robust data analysis frameworks to assess team efficiency, business performance metrics and global customer services initiatives against established KPIs

  • Regularly prepare and distribute reports and dashboards that provide senior stakeholders with a clear and data-driven perspective on key trends and indicators

• Feedback and Improvement 

  • Establish a feedback loop with Support Delivery Managers and Engineers for insights into customer issues and bottlenecks

  • Utilize this feedback to iteratively improve meeting structures, communication channels, and overall operational processes

• Process re-engineering and Pilot Programs

  • Drive the operationalization of redesigned processes, ensuring seamless integration into day-to-day activities and alignment to global policy, process, systems and tools

  • Identify opportunities for pilot programs aimed at testing and implementing innovative approaches to customer success operations

  • Work cross-functionally to conceptualize, launch, and evaluate pilot initiatives, leveraging data and feedback to inform broader operational strategies

• Predictive Analytics

  • Explore the integration of predictive analytics to anticipate customer needs and proactively address potential challenges

  • Utilize data models to forecast future trends and recommend preemptive actions to enhance customer success outcomes

• Collaboration and Cross-Departmental Engagement

  • Foster collaboration between different departments including - Go-to-Market organization, Renewals teams and Sales Operations, ensuring representation in relevant meetings and initiatives

  • Be the connective tissue for JAPAC into the other GCS theatres and Global Technical Services Operations teams

  • Foster collaboration and information-sharing across global teams to drive a cohesive and unified customer success approach

• Adaptability and Flexibility

  • Build flexibility into operations to adapt to changing business conditions and priorities, while defining and tracking key metrics and KPIs in line with organizational goals