Manager of Digital/Online Community (Remote)

Job Description

Palo Alto Networks is building a world-leading digital services experience and seeks world-class talent to expand the team. As the Manager of Customer Community at Palo Alto Networks, you will be responsible for defining the future of our social care. You will develop innovative community best practices to set new self-service standards in the industry, resulting in a digital-preferred experience for all customers.

You will have total leadership of our community platform from concept definition to experimentation to launch execution and beyond. As a collaborative leader, you will work very closely with the services product managers, service delivery organizations, IT, and the product teams to deliver our shared vision of digitally preferred services. Success will require disruptive thinking, evangelization internally and externally, and crisp execution. Internally, you help the company understand how the community drives customer success, ROI, and our bottom line. You jointly pioneer in unexplored territories, embracing complexity and ambiguity to deliver rapid results. Externally, you produce meaningful moments to show customer value and build relationships. You leverage data and creativity to grow and improve the digital customer experience incrementally and transformationally quarter over quarter and year over year.

• Establish your vision, product strategy, product roadmap and technology requirements as part of the overall digital program

• Collaborate with internal teams and customers to understand opportunities and needs, establishing objectives and key results

• Be a thought and influence leader for the needs of community, showing measurable results to expected outcomes

• Engage cross-functionally with engineering, IT, marketing and other teams to solve problems and deliver high-quality products

• Operationalize our people, processes and systems to define and drive goals and metrics around growth, engagement and optimization

• Anticipate future project needs to set yourself and your teams up for success through effective planning and execution

• Lead the day-to-day direction of the team and develop its talent

To stay ahead of the curve, it’s critical to know where the curve is … our team is creating the curve for digital service experiences.

As the fastest growing cybersecurity company, we have a broad range of customers who expect the very best cybersecurity partner. Our customers expect their service to be as innovative and excellent as the rest of our products, which rounds out Palo Alto Networks’ mission. Within Global Customer Service, top talent provides consulting, professional, and technical services to drive customer outcomes. The Digital Customer Experience team seeks to deliver services through a fully-digitized and preferred journey

Qualifications

• 3+ years of demonstrated success in similar community-building role, nurturing growth and innovation

• Demonstrated success mentoring and managing a small team

• Proven track record in fast-paced environments with overlapping projects/deliverables where your detail-orientation ensures that when things are moving fast, nothing falls through the cracks

• Demonstrated creative problem-solving skills and ability to interpret and act on insights from multiple, complex data sources

• Direct experience with Khoros, Coveo and SalesForce helpful

• Excellent written and verbal communications skills

• Strong interpersonal skills leading and contributing cross-functionally

Travel Requirements: Long term, some travel may be required.

To stay ahead of the curve, it’s critical to know where the curve is … our team is creating the curve for digital service experiences.

As the fastest growing cybersecurity company, we have a broad range of customers who expect the very best cybersecurity partner. Our customers expect their service to be as innovative and excellent as the rest of our products, which rounds out Palo Alto Networks’ mission. Within Global Customer Service, top talent provides consulting, professional, and technical services to drive customer outcomes. The Digital Customer Experience team seeks to deliver services through a fully-digitized and preferred journey.

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Additional Information

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. To learn more about our dedication to inclusion and innovation, visit our Life at Palo Alto Networks page and our diversity website.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

Additionally, we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or an accommodation due to a disability or special need, please contact us at [emailprotected]