Job Summary

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.

Key Responsibilities

• 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.

Qualifications

• 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 channel business models, partner tiers, and global support infrastructures.
• Program Management & Process Design: 8+ years of experience leading complex, cross-functional program management or business process engineering initiatives.
• Applied AI & Knowledge Management: Demonstrated hands-on experience utilizing Generative AI tools (Gemini, NotebookLM, LLMs, etc.) to extract insights, structure unstructured knowledge, and drive operational efficiency.
• Technical Tool Stack Proficiency:
  
  • Work Management & Automation: Advanced proficiency in Asana (including automated workflow triggers and API integrations).
  • BI & CRM Analytics: Practical experience creating Tableau dashboards and executing advanced Salesforce (SFDC) reporting.
  • Productivity Suites: High proficiency in Google Workspace and Microsoft Office Suite.
• Executive Communication: Exceptional written and verbal communication skills, with a proven ability to translate complex technical/analytical requirements into concise executive summaries and partner-facing frameworks.
• Education: BA/BS in Business Analytics, Computer Science, Information Systems, or equivalent experience.

Preferred Qualifications

• Industry Background: Experience within Cybersecurity, SaaS, Enterprise Software, or IT Channel ecosystems.
• Certifications: PMP, PgMP, CBAP (Certified Business Analysis Professional), or Lean Six Sigma certifications.

Work Environment & Travel

• Travel: Willingness to travel worldwide up to 25%.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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