Quality Assurance Program Manager

Palo Alto Networks® is the fastest-growing security company in history.  We offer the chance to be part of an important mission: ending breaches and protecting our way of digital life. If you are a motivated, intelligent, creative, and hardworking individual, then this job is for you!
 
This role is responsible for the continued development and daily operations of the Quality Programs for Global Customer Support.  This person will manage quality initiatives, communications and operational support for over 500 worldwide engineers.  This includes providing a support and consultative role to the regional and global Services Managers. This role is critical to the ongoing continuous improvement, training and enablement of the support organization to ensure their success in delivering legendary post-sales services customers. 

 

Responsibilities:

  • Establish Operational Excellence for GCS Services, including development of consistent and well-documented processes
  • Provide operational support to the team of regional and global services managers worldwide, including interaction auditing and coaching, process improvement and adherence, and training
  • Develop and apply analytics that identifies areas of improvement opportunities; create programs and processes that help close identified service delivery gaps
  • Manage transactional customer feedback processes and analysis including customer feedback closed loop for dissatisfied customers
  • Engage with organization for all “voice of the customer” initiatives that involve Global Customer Support
  • Manage all “Quality” related activities for industry certification
  • Develop and manage “Case Audit” process for real-time feedback to Services organizations
  • Develop other continuous improvement efforts within organization as necessary

 

Qualifications:

  • 5+ years’ experience in operations and/or customer support in a worldwide corporate environment
  • Strong aptitude in coordinating projects across multiple departments to deliver on-time measurable results
  • Knowledge and experience with common business applications and tools; such as a Salesforce.com, Learning Management Systems, Excel, and PowerPoint
  • Strong written and spoken communication skills in English required
  • Demonstrated program discipline, attention to detail, and timely execution of deliverables
  • Able to work independently in a fast-paced growth environment
  • Bachelor’s degree, preferably in Business or MIS, or equivalent experience

 

Learn more about Palo Alto Networks here and check out our fast facts 

 

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