Principal Product Manager - IT Technical Services

About Us

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. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.

We believe collaboration thrives in person. 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.

Responsibilities

• Create, maintain, and drive the product roadmap for Technical Services, optimizing PSA (e.g., Planview) and CSM (e.g., Gainsight) tools for global scale.
• Use AI-assisted tools (e.g., LLMs, low-code builders) to create "Living Specs"—functional prototypes that validate business logic and data flows before they reach development.
• Identify manual friction points in the service lifecycle and architect "Agent-Native" solutions to automate tasks like resource forecasting and health scoring.
• Translate vision into software by rapidly moving from idea to executable application using AI-enabled development, reducing early-stage dependency on engineering while validating concepts through live products.
• Serve as a collaborative bridge between Sales Ops, Finance, Support, and R&D to ensure strategic alignment and seamless development.
• Partner with data teams to ensure underlying data in Clarizen, Gainsight, and SFDC is "AI-Ready" for predictive insights.
• Analyze case trends and engineering escalations to identify patterns, proactively prioritize fixes, and influence the product backlog.
• Define, monitor, and report on key metrics for product success, including usage, quality, and adoption measures.

Requirements

• Bachelor's degree with 12 years of related experience, or Master's degree with 8 years of experience, or PhD with 5 years of experience.
• A "Builder" mindset with a proven ability to move beyond static PRDs by using AI tools to validate API logic or mock up UIs independently.
• Proven experience as a Product Manager in a technology-focused environment, specifically with enterprise-level GTM or CX systems.
• Deep experience leading Agile/Scrum teams, shifting the focus from "User Stories Written" to "Time-to-Validation".
• Experience demonstrating shipped products or proof-of-concepts built using AI-assisted development tools.

Pay

The starting base salary for this position is expected to be in the range of $164,000.00 - $266,000.00 per year, depending on qualifications, experience, and work location. The offered compensation may also include restricted stock units and a bonus.

Benefits

A description of our employee benefits may be found here.

This role is eligible for Immigration Sponsorship.