Service Logistics Program Manager Job Description

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

The Service Logistics Program Manager is a critical role responsible for overseeing and optimizing all aspects of a company's post-sales service supply chain. This individual will lead strategic initiatives to enhance efficiency, reduce costs, and improve customer satisfaction by managing the flow of service parts, and returns. The ideal candidate will possess a strong background in logistics, supply chain management, and program leadership, with a keen focus on process improvement, automation and cross-functional collaboration.

Key Responsibilities:

• Program Leadership & Strategy:
• Operations Management:
• Cross-Functional Collaboration:
• Partner Management:
• Data Analysis & Reporting:
• Develop and execute a comprehensive service logistics strategy aligned with overall business goals.
• Lead and manage multiple complex programs related to service parts network and return (RMA) processes.
• Define program scope, objectives, and deliverables in collaboration with senior leadership and stakeholders.
• Establish/Upkeep key performance indicators (KPIs) and metrics to measure program success and drive continuous improvement.
• Oversee the end-to-end service logistics process, including warehousing importer/exporter setup, transportation, master parts lists,  routing guides and reverse logistics.
• Manage relationships with third-party logistics (3PL) providers and other external partners to ensure service level agreements (SLAs) are met.
• Identify and implement process improvements to optimize inventory levels, reduce cycle times, and minimize logistics costs.
• Troubleshoot and resolve operational issues related to shipping delays, system issues and process gaps.
• Act as the primary point of contact for service logistics programs, collaborating with quality, IT, sales, finance, and customer service teams.
• Work closely with product management to plan for new product introductions (NPIs) and end-of-life (EOL) strategies for service parts.
• Communicate program status, risks, and challenges effectively to all stakeholders and senior management.
• Analyze logistics costs, identify cost-saving opportunities, and implement initiatives to improve profitability.
• Participate in financial audits and issue Purchase Orders for service when necessary.
• Review SOW/MSA contract renewals and pricing negotiations 
• Utilize data analytics to monitor service logistics performance, identify trends, and make data-driven decisions.
• Prepare and present regular reports on key metrics, program status, and financial performance to stakeholders.

Qualifications

Your Experience

• Education:
• Experience:
• Skills:
• Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related field.
• Master's degree or professional certifications (e.g., PMP, APICS, CSCP) are a plus.
• 5-7+ years of experience in logistics, supply chain, or program management, with a strong focus on service and reverse logistics.
• Proven track record of successfully leading and managing complex, cross-functional programs.
• Experience working with a global supply chain, third-party logistics (3PL) and asset retrieval providers.
• Familiarity with Enterprise Resource Planning (ERP) systems and customer relationship management systems (CRM).
• Exceptional leadership and program management skills.
• Strong analytical and problem-solving abilities.
• Excellent communication, presentation, and interpersonal skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Proficiency in data analysis tools (e.g., Google Suite, Excel, Tableau, Power BI).
• Deep understanding of reverse logistics, service parts, and inventory management principles.

Additional Information

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/commissioned roles) is expected to be between $0 - $0/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

• Our Commitment
• We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at  accommodations@paloaltonetworks.com.

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.

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