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: 2 days ago
Nearby: 99+ roles within 25 mi

Market check

Salary context

Competitive pay

How this pay compares to similar roles

Similar $209k

This role $215k

$152k most similar roles pay here $278k

This role pays more than 56% of similar roles. Most pay $177,062–$241,750 — the shaded band above. At the midpoint, this role pays about $215k versus about $209k for comparable roles.

Based on 238 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 30 open roles on FindRole.

Listed pay typically runs $154,000–$249,500 across 27 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 focusing on AI support at our Santa Clara HQ, you will lead the strategic development and execution of an AI-first customer support platform, leveraging technologies like SFDC Service Cloud and Omnichannel. Your role involves architecting intelligent systems to enhance case deflection and optimize routing while ensuring seamless self-service experiences for customers globally. You will drive market leadership by integrating advanced AI features that deliver measurable ROI, manage the product lifecycle from ideation to delivery, and collaborate across business units, IT, and R&D to integrate AI models seamlessly with core platforms. Key skills include deep expertise in Salesforce Service Cloud, KCS, and customer support operations, alongside proficiency in cloud architectures and machine learning platforms, and strong leadership in Agile methodologies.

Skills

SFDC Service Cloud Omnichannel AI KCS Agile Scrum Voice of the Customer (VoC) Analytics Competitive Analysis Salesforce Cloud Architectures Machine Learning Platforms Data Science Engineering ROI CI/CD

What you'll do

Architect and deliver a unified AI-powered platform for customer support.
Ensure the product roadmap prioritizes AI integration for competitive advantage.
Own the complete lifecycle of IT CX products with a focus on AI benefits.
Define strategies for Knowledge-Centered Service (KCS) and self-service channels.
Lead cross-functional governance and communicate product vision to executives.
Utilize VoC, analytics, and competitive analysis to inform product roadmap decisions.
Bridge business strategy, Data Science, and Engineering for seamless AI integration.

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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