Job Description

Your Career

Palo Alto Networks is looking for an experienced enterprise Support Delivery Manager.  This role is responsible for enabling customer success with our award-winning network security products.  In this high growth business, scaling, optimization, dynamic spirit and sustained performance are essential.  The Support Delivery team is a high-performing group of engineers supporting business critical customer environments.  This person will have responsibility for the performance of our front-line support delivery team and is expected to implement as well as optimize delivery excellence which will help keep Palo Alto Networks at the forefront of our industry.  Additionally, we are looking for someone with the experience and drive to help expand our Technical Assistance Center Academy program, designed to identify and train new Engineers to be successful within Palo Alto Networks.

Your Impact

Customer Satisfaction - Customer support is a strategic differentiator for Palo Alto Networks - helping drive customer loyalty, positive reference and repeat business - You will be measured by your ability to achieve customer satisfaction goals - Customer satisfaction is the single most important measurement of our support organization, and the best way to measure our ability to achieve our mission to Make our customers successful!

Operational Management - Daily management of case inflow, backlogs, updates, engineer adherence, case escalations and other applicable Technical Assistance Center dashboards and measurements - All metrics and measures are designed to ensure we provide an exceptional customer experience with our Support team and products

Performance Management - Ensure that team managers, leads and engineers have the resources, cross-functional relationships and processes necessary to ensure successful and sustained performance through release cycles - Provide mature and experienced guidance to the team to deliver on organizational goals and objectives - Maximize engineer opportunities to exceed targets as well as earn rewards and recognition - Responsibility for the team to meet organizational goals such as response and resolution time goals

Training and Mentoring - Directly provide and otherwise ensure appropriate technical and soft skills training as well as mentoring - Ensure training is effectively addressing our goal to create and encourage a collaborative learning environment while maximizing customer satisfaction - Ensure consistent and standard training programs are in place and delivered effectively

Establish Goals & Objectives -  Set team goals in-line with overall organizational goals - Set and monitor specific goals and objectives for direct reports - Provide regular feedback related to performance with respect to agreed goals - Measure and monitor performance as well as conduct annual reviews of all direct reports

Educational Programs - Assist in enabling and expanding various educational efforts and programs to enhance candidate sourcing and ensure consistent training across organizations globally