Director, Strategy and Operations of Account Health Management

Our Mission

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.

Who We Are

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!

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

As Palo Alto Networks accelerates its industry-defining platformization strategy, ensuring the continuous, flawless operational health of our enterprise accounts is our ultimate competitive differentiator. We are seeking a Director, Strategy and Operations of Account Health Management (AHM) who combines an 80:20 strategic mindset with hands-on operational execution. In this role, you will act as a pragmatic "architect-operator" to drive transformative organizational change across the Account Health Management ecosystem. You will conceptualize future-state operating models, redesign end-to-end workflows, and lead complex AI tool implementations. By combining a strategic mindset with hands-on execution, you will align cross-functional stakeholders and ensure seamless end-user adoption of AI-native workflows.

Key Responsibilities

• Partner with cross-functional leaders to define and implement a unified strategy for serving customers through AI-native thinking.
• Collaborate with Strategy, Product, IT, and Engineering to inform product enhancements optimizing customer account health.
• Oversee User Acceptance Testing (UAT) to ensure technical solutions meet operational needs.
• Develop comprehensive change management plans, conducting end-user mindset discovery and diagnosing system friction.
• Map user journeys in an agentic AI environment and tailor execution plans for specific end-user groups.
• Lead the practical, end-to-end deployment of AI-native tools and tailored enablement resources across end-user groups.
• Redesign complex operational workflows to ensure sustainable organizational adoption.
• Navigate complex stakeholder networks to streamline workflows and establish a reliable, unified view of account health metrics.

• 8+ years of experience divided between a top-tier management consultancy leading high-impact AI transformations, and/or leadership roles in Customer Success Operations, Revenue Operations, or Digital Transformations within complex enterprise or SaaS environments
• Strong conceptual thinking capabilities with a proven ability to prioritize high-impact initiatives and turn abstract mandates into structured execution plans.
• Proven track record overseeing complex implementations of AI-native tools and workflow automations.
• Familiarity with AI-native workflows and agentic capabilities.
• Demonstrated expertise in mapping user journeys, identifying system pain points, and redesigning complex operational workflows.
• Exceptional cross-functional influence with experience navigating matrixed environments across Strategy, Product, IT, and Field teams.

• Strong background in Post-Sales Strategy, Customer Success Operations, or Digital Transformations in complex environments.
• Based out of Headquarters (Santa Clara, CA) or open to remote in the Pacific Time Zone with at minimum monthly travel to HQ.