Principal IT Product Manager-AI Support

Palo Alto Networks

Hybrid

Quick summary

Work type
Hybrid
Location
Santa Clara, CA
Salary
$164,000–$266,000 / yr
Posted
1 day ago
Nearby
99+ roles within 25 mi

Market check

Salary context

Competitive pay

How this pay compares to similar roles

Similar $214k
This role $215k
$152k most similar roles pay here $278k

This role pays less than 51% of similar roles. Most pay $183,500–$244,500 — the shaded band above. At the midpoint, this role pays about $215k versus about $214k for comparable roles.

Based on 237 similar postings.

Employer

About Palo Alto Networks

Palo Alto Networks is a global cybersecurity company offering network security, cloud security, and endpoint protection solutions.

Palo Alto Networks currently has 31 open roles on FindRole.

Listed pay typically runs $155,000–$251,000 across 29 roles with salary data.

Most-posted roles

View all roles at Palo Alto Networks

At a glance

TL;DR · Principal IT Product Manager-AI Support

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As a Principal IT Product Manager for AI Support, you will lead the strategic development and execution of our AI-first Customer Support platform within our Santa Clara HQ. You will own the roadmap for key technologies like SFDC Service Cloud and Omnichannel, embedding AI to maximize efficiency and deliver proactive service. Your daily tasks include architecting an intelligent support system, ensuring market leadership through ROI-driven feature execution, and defining a multi-year product strategy prioritizing AI integration. With deep expertise in Salesforce platforms and KCS, you will manage the full lifecycle of products from ideation to delivery, integrating AI where it drives measurable value. You will also govern cross-functional teams, communicate with executives, and use VoC analytics to inform strategic decisions. The role requires extensive experience in technology product management, particularly in launching AI-powered solutions, along with a strong background in cloud architectures and machine learning platforms.

Skills

SFDC Service Cloud Omnichannel AI KCS Agile Scrum Voice of the Customer (VoC) Analytics Competitive Analysis Salesforce Cloud Architecture Machine Learning Data Science Engineering ROI KPIs Customer Support Self-Service Channels

What you'll do

  • Architect and deliver a unified AI-powered platform for customer support.
  • Ensure the product roadmap prioritizes ROI and competitive market leadership.
  • Integrate AI across all stages of the product lifecycle to maximize value.
  • Define and execute strategies for Knowledge-Centered Service (KCS) and self-service.
  • Serve as primary executive communication channel for cross-functional governance.
  • Utilize VoC, analytics, and competitive analysis to inform product roadmap decisions.
  • Lead the orchestration of AI models with core platforms like SFDC/Omnichannel.

What we're looking for

  • 12+ years of product management experience in technology or IT CX with AI focus.
  • Proven ownership and management of Salesforce Service Cloud and Omnichannel solutions.
  • Deep expertise in Customer Support, Success, and KCS operational models.
  • Strong background in cloud architectures and machine learning platforms.
  • Exceptional communication skills for articulating complex AI visions to executives.
  • Expert proficiency in Agile/Scrum methodologies for product planning.

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