Director of Knowledge - 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 Director of Knowledge in the Global Customer Services organization at Palo Alto Networks, you will be responsible for fully developing the knowledge economy for digitally delivered services and social care. You will develop innovative best practices to set new standards in the industry, resulting in a digital-preferred experience for all customers.

You will have complete ownership of our services knowledge economy from concept definition to governance to launch execution and beyond. You will work very closely with the services product managers, service delivery, and product teams to maintain our position as the market leader.

To be successful in this position you must possess a combination of strong entrepreneurialism, evangelism, and execution acumen. Across the company, you help stakeholders understand how knowledge fuels customer success and our bottom line. You evolve leading practices for codification, reuse, recognition and rewards to pioneer the knowledge economy. Your innovations transform how content is created, consumed and managed to transform digital experiences quarter over quarter and year over year. You passionately understand and represent the customer and have deep expertise in knowing precisely how optimal knowledge flow delights a customer. You are the Palo Alto Networks knowledge czar.

• Be a thought & influence leader for the strategies and plans to operationalize knowledge governance and distribution execution

• Extract and convert company goals into and specific plans and initiatives, showing measurable results to expected outcomes

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

• Engage cross-functionally with engineering and IT to create efficiencies and agility in knowledge content to revolutionize digital services

• Lead the next-generation technical architecture for enterprise content services, facilitating the definition, design, and documentation of content services architectures and information flows

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

• Lead the operational direction of the team and develop its talent

• Delight customers by ensuring they have the precise knowledge they need exactly when they need it and in the optimal format for use

Qualifications

• 8+ years of experience leading a KM program with a proven ability to lead and deliver on strategic and tactical business objectives

• Proven track record of translating business objectives into business solutions by overseeing agile product development and driving roadmap priorities

• Success leading knowledge governance strategy and processes

• Excellence developing information sharing strategies and reference architecture

• Understanding how research (generative and evaluative) represents user needs and informs product development

• 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 digital asset management, search and learning content management systems

• Excellent written and verbal communications skills

• Strong interpersonal skills leading and contributing to cross-functional teams

Additional Information

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.

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]