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Palo Alto Global Customer Services Operations Leader JAPAC 
Singapore, Singapore 
106326977

18.02.2025

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

  • Strategic Alignment and Operational Cadence
    • Align the theater operating cadence with GCS’ overall vision and strategy
    • Define and manage schedules for key meetings, ensuring focus on strategic priorities, key metrics, alignment to global programs, problem-solving and process excellence
  • Performance Analysis and Reporting
    • Regularly analyze baseline data to identify trends, patterns, and areas for improvement, translating insights into actionable recommendations into both strategic initiatives and routine operations
    • Develop and implement robust data analysis frameworks to assess team efficiency, business performance metrics and global customer services initiatives against established KPIs
    • Regularly prepare and distribute reports and dashboards that provide senior stakeholders with a clear and data-driven perspective on key trends and indicators
  • Feedback and Improvement
    • Establish a feedback loop with Support Delivery Managers and Engineers for insights into customer issues and bottlenecks
    • Utilize this feedback to iteratively improve meeting structures, communication channels, and overall operational processes
  • Process re-engineering and Pilot Programs
    • Drive the operationalization of redesigned processes, ensuring seamless integration into day-to-day activities and alignment to global policy, process, systems and tools
    • Identify opportunities for pilot programs aimed at testing and implementing innovative approaches to customer success operations
    • Work cross-functionally to conceptualize, launch, and evaluate pilot initiatives, leveraging data and feedback to inform broader operational strategies
  • Predictive Analytics
    • Explore the integration of predictive analytics to anticipate customer needs and proactively address potential challenges
    • Utilize data models to forecast future trends and recommend preemptive actions to enhance customer success outcomes
  • Collaboration and Cross-Departmental Engagement
    • Foster collaboration between different departments including - Go-to-Market organization, Renewals teams and Sales Operations, ensuring representation in relevant meetings and initiatives
    • Be the connective tissue for JAPAC into the other GCS theatres and Global Technical Services Operations teams
    • Foster collaboration and information-sharing across global teams to drive a cohesive and unified customer success approach
  • Adaptability and Flexibility
    • Build flexibility into operations to adapt to changing business conditions and priorities, while defining and tracking key metrics and KPIs in line with organizational goals

Your Experience

  • 10+ years experience with a strong background in post-sales, field operations roles, preferably in a tech or cybersecurity environment
  • Experience in fast growth, Services and/or Technology organisations and high degree of comfort with designing, implementing and improving operational cadences, processes, tools and documentation
  • Ability to develop and implement effective strategies that align with organizational goals
  • Skills in streamlining operations for maximum efficiency and effectiveness
  • Strong analytical abilities to assess performance metrics and identify areas for improvement
  • Ability to manage multiple priorities with a focus on data, outcomes and execution
  • Ability to build and maintain positive relationships in a matrixed environment both within JAPAC and global
  • Excellent communication and influencing skills to enable effective collaboration across cross-functional teams and senior stakeholders
  • Strong presentation skills in written documents to ensure high quality, consumable content that includes complex data - familiarity with G-suite an advantage
  • Ability to adapt to changing business needs and implement innovative solutions
  • A strong focus on customer satisfaction and experience in managing customer relationships
  • Bachelor’s or Master’s degree in Business Administration, Operations Management, Information Technology, Cybersecurity, or a related field or equivalent military experience

All your information will be kept confidential according to EEO guidelines.