Channel Operations Manager

Channel Operations Manager

We are seeking a forward-thinking, enthusiastic, and experienced analyst for the Ecosystem Operations team who will support the channel partner ecosystem. You will be responsible for supporting both internal channel teams and external partners by responding to and managing inbound requests and inquiries relating to the Nextwave partner program. These requests will be wide ranging and relate to the various components of the partner program and may include channel business process support, training and enablement, master data management, exception process handling, or generally providing information to partners and internal stakeholders regarding the partner program.

Your impact will include:

• Providing broad-based operational support to our NextWave partner program, particularly by responding to inbound requests from channel partners and internal partner ecosystem stakeholders. Examples of inbound requests may involve the following business processes:
• Granting, validating, and troubleshooting access to the partner portal
• Ensuring accurate partner program compliance data
• Deal Registration exception process handling
• Partner Locator (SFDC based tool) data updates and troubleshooting
• Partner applications and onboarding
• Acting as a liaison for the Global Ecosystem Operations team with cross-functional teams such as Finance, Theater Sales Ops, Data Governance, and IT.
• Leading and supporting the defining, implementation, and enablement of business process improvements.
• Initiating and establishing strong trusted partnerships with key stakeholders at all levels in the organization to ensure alignment and ongoing effectiveness.
• Assisting with tool maintenance and data clean-up projects (SFDC hygiene, etc.)
• Documenting processes and procedures on an ongoing basis.

Your experience should include:

• 10+ years of relevant experience managing, investigating, resolving high volume cases using an email-based ticketing system or something similar.
• Strong customer service skills and attention to detail.
• Effective communicator that can get participants passionate about topics being presented with solid verbal, written, and presentation skills for all levels in the organization.
• Experience collaborating with cross-functional teams.
• Experience with G-suite (Sheets, Docs, Slides), ServiceNow, and SFDC (sales hygiene, reporting, maintenance), data governance / data hygiene activities.
• Demonstrated experience taking ownership of a business domain or managing a business process and being accountable to stakeholders.
• Nice to have in a related or similar field, but not required:
• Experience supporting Ecosystem / Channel sales organizations - partners, distributors, cloud service providers, system integrators, etc.
• Experience supporting a partner program and its various components (e.g., onboarding, compliance, deal registration, rebates and incentives, partner master data management, etc.)
• Experience identifying Ecosystem process issues, building recommendations and implementing strategies to optimize performance
• Building and distributing enablement and training materials on various sales operations processes

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.