Director of Operations, Global Technical Services

Our Mission

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. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values:
Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Summary

As the Director of Operations, you are the strategic and operational backbone of the Global Technical Services organization. You will turn customer lifecycle data into actionable insights, scalable processes, and a reliable operational cadence. You will connect customer insights, portfolio strategy, and go-to-market execution to accelerate value realization across the data platform, cybersecurity, and observability portfolios.

• Financial Planning & LRP: Lead Long-Range Planning (LRP) and annual operational planning for the Customer Success organization.

• Corporate Connectivity: Act as the primary liaison with Corporate Finance and Rev Ops to align on headcount planning, budget allocation, capacity modeling, and revenue forecasting.

• Modeling: Develop data-driven models to align resources with business needs and global customer coverage requirements.

• Global Reporting: Oversee the development of standardized global dashboards, providing "single-pane-of-glass" visibility into Net Retention Rate (NRR), Gross Retention Rate (GRR), Time‑to‑Value, and churn risk.

• Performance Frameworks: Establish global business metrics and MBO strategies. Lead recurring business reviews to address performance gaps and drive accountability.

• Lifecycle Design: Design and implement frictionless, automated procedures across the entire customer lifecycle—from onboarding to expansion.

• Tech Stack Ownership: Lead the deployment and optimization of the Customer Success technology stack (e.g., Gainsight, Salesforce, Snowflake, Tableau).

• Strategic Enablement: Design training plans and change management strategies to ensure global Customer Success and Professional Services teams are enabled on new workflows, technical updates, and playbook rollouts.

• Operational Bridge: Unite Customer Success with Product, Sales, and Support to eliminate silos and ensure cohesive account management.

• Team Leadership: Hire, mentor, and lead a global team of operations managers and data analysts, fostering a culture of operational rigor and continuous improvement.

Qualifications

• Experience: 10+ years of experience in Customer Success Operations, Revenue Operations, or Business Operations within a high-growth, enterprise SaaS or cloud software organization.
• Leadership: Demonstrated success in building, mentoring, and managing high-performing global operations and data analytics teams.
• Technical Acumen: Deep expertise in administering Customer Success and CRM platforms (e.g., Gainsight, Salesforce)…