The Technical Content and Training Manager will lead Customer Support’s Knowledge and Training efforts. You will drive customer support programs centered around Knowledge Base and Training content creation, curation, management, and evolution. You’ll oversee impactful agent training focused on product, systems, and agent behavior, with an eye on quickly and effectively on boarding agents while maximizing their learning as products and systems evolve. You’ll develop and curate an impactful public-facing knowledge base, as well as internal resource materials and technical articles. You’ll be a key partner in defining, refining, and optimizing customer support pathways on a growing team.
Job Description
Your Impact
- Plan, design, and manage training and knowledge resources and content to maximize team performance and customer experience
- Use a data-driven approach to define and refine knowledge and training material needs
- Work cross-functionally to drive support automation improvements based on knowledge optimization
- Develop training creation/release cadence and landmarks using appropriate tools and techniques
- Build and execute project work plans and revise as appropriate to meet changing needs and requirements
- Partner with internal stakeholders to implement prioritized projects and measure success against stated objectives
- Maintain a list of approved projects including new tool enhancements/process change requests, providing the business with a holistic view of their project portfolio
- Provide direct support and coaching to front-line managers and supervisors as they help their direct reports through transitions
- Align programs, projects and operational activities to cross-functional strategic objectives
- Create and establish engagement models and frameworks to drive consistent changes within Support
- Influence key stakeholders to adopt and deploy tool/process recommendations and changes
Qualifications
Your Experience
- 5+ years of related experience leading complex, highly demanding projects within a Customer Support organization.
- Flexible to shifting priorities, demands, and timelines; able to promptly and expertly react to project adjustments and alterations/
- Self-starter who enjoys problem solving with little direct supervision
- Ability to multi-task in a rapid-growth, rapid-change environment
- Strong program and project management experience
- Strong cross-functional skills and the ability to elicit collaboration from a wide variety of sources, including upper management, customers, and other departments
- Effective people leadership and management experience
- Proven process improvement expertise and know-how
- Experience developing knowledge and training materials for new product releases
- Experience developing onboarding training for new customer support hires
- MS-Project, SmartSheet, Lucent, G-Suite, Intercom, Jira experience preferred
Qualifications
- Ability to work with different cultures in various time zones
- Excellent analytical skills with strong attention to detail
- Excellent written and verbal communication skills, communicating with individuals at all levels within the organization
- Good organizational skills including tool utilization (spreadsheets, project management tools, mind maps), information collection, attention to detail, and prioritization
- Experience managing support communities a plus
- Prior experience within global Customer Support organizations preferred
Additional Information
The Team
Our Customer Support team is essential to our success and mission. As part of this team, you enable our customers by providing support to clients across the entire lifecycle. Our technical team provides the end-to-end support needed to provide a best-of-class support experience at every turn. As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
We’re a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment. It means we’re good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.
Our Commitment
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. To learn more about our dedication to inclusion and innovation, visit our Life at Palo Alto Networks page and our diversity website.
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
