Sr Program Manager - AI Self-Service & Partner Knowledge Transformation

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

As the Senior Program Manager – AI Self-Service & Partner Knowledge Transformation, you will lead the evolution of the Worldwide Partner Services operating model. Reporting directly to the Director, Worldwide Partner Program, Services, this role operates at the critical intersection of Channel Partner Domain Expertise, AI Transformation, and Operational Process Engineering. In this role, you will act as the master architect of our channel knowledge ecosystem. You will audit, curate, and structure complex Partner Services rules, policies, and operational knowledge, transforming them into intelligent, AI-driven self-service platforms, automated workflows, and executive visualizations. Your primary goal is to eliminate operational friction, empower partners with on-demand self-service, and scale global partner operations.

Partner Knowledge Architecture & Self-Service Strategy: Audit, curate, and organize complex Channel Partner Services documentation, policies, and operational workflows into a structured knowledge base. Architect AI-enabled self-service capabilities that allow partners to independently navigate program requirements, services enablement, and operational support. AI & Intelligent Automation Execution: Leverage modern AI tools (Gemini, NotebookLM, Lovable and any other Palo Alto Networks approved AI toos) to build automated partner-facing solutions, including virtual PSM FAQs, automated PIP/remediation generation, CSAT sentiment analysis, and on-demand QBR slide generators. Workflow Automation & Integration: Map end-to-end partner journeys and translate business requirements into automated Asana workflows. Leverage API interfaces to automate program certificates, letters of authorization, and partner status transitions (e.g., automated merge/migration pipelines and demotion/promotion processes). Data Visualization & Analytics: Architect executive-ready Tableau visualizations powered by Salesforce (SFDC) reporting to deliver real-time compliance dashboards, partner performance scorecards, and account health metrics. PMO Governance & Process Engineering: Standardize and mature global PMO governance. Perform rigorous gap analysis and root-cause analysis on operational friction points across the partner ecosystem. Cross-Functional Leadership: Serve as a trusted advisor between Channel Operations, Product, Engineering, IT, Data Analytics, and Executive Leadership to align partner self-service initiatives with long-term strategic goals.

Channel & Partner Ecosystem Expertise: 5+ years of direct experience in Channel Operations, Partner Services, Partner Enablement, or Channel Program Management. Must possess a deep functional understanding of