Senior Manager, Service Logistics Repair

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.

• Global Program Management & Operations:
  
  
  • Define, develop, and manage the end-to-end service and repair strategy for our cybersecurity devices across all global repair centers and partners.
  • Oversee day-to-day global repair operations, ensuring all Service Level Agreements (SLAs), quality metrics, and cost targets are consistently met.
  • Partner with regional logistics and supply chain teams to optimize the worldwide flow of defective units and the inventory of repair parts to minimize cycle time and maximize efficiency.
• Process Improvement & Data Analysis:
  
  
  • Implement and champion Lean or Six Sigma principles to drive continuous improvement, standardize global repair processes, and reduce operating costs.
  • Utilize data from repair yields, cycle times, and failure analysis to identify operational bottlenecks and drive systemic program enhancements.
  • Develop and monitor key performance indicators (KPIs) to measure program effectiveness and provide regular, clear progress reports to executive leadership.
  • Manage the process for Engineering Change Orders (ECOs) within the repair flow, coordinating with R&D and manufacturing to ensure seamless and successful execution across the global network.
• Team & Vendor Leadership:
  
  
  • Provide strategic direction, guidance, and mentorship to a global team of internal and third-party repair operations personnel.
  • Manage the selection, qualification, and performance of third-party repair service providers and Contract Manufacturers (CMs), ensuring technical and operational readiness.
  • Lead and facilitate regular cross-functional meetings with engineering, quality, customer service, and manufacturing to review program data and implement improvements impacting the customer experience.

• Bachelor's degree in a Business, Supply Chain, Operations Management, or related technical discipline.
• A minimum of 5 years of experience in a global service, repair, or logistics program management/operations leadership role.
• Prefer 2 years of experience in a leadership capacity, with a proven ability to manage complex, multi-site projects and personnel.
• Demonstrated expertise in managing global supply chain, logistics, and inventory planning within an operations or service environment.
• Strong understanding of quality assurance methodologies, continuous improvement principles (e.g., Lean, Six Sigma), and Engineering Change Order (ECO) processes.
• Excellent communication, interpersonal, and leadership skills, with a proven ability to influence cross-functional teams at all levels.
• Experience with Enterprise Resource Planning (ERP) systems (e.g., SAP, Oracle).

• Preferred Qualifications:
• Experience establishing and managing a global network of repair or refurbishment operations, especially for high-tech, networking, or data storage devices.
• Familiarity with the operations and service models for complex electronic and software-driven products, such as cybersecurity devices.
• Experience working extensively with third-party service providers or contract manufacturers in a global context.