About NetApp
NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.
If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.
CAP Manager
North Carolina, United States; Wichita, Kansas, United StatesJob Summary
Are you a customer-focused professional with a passion for advocacy, leadership, and excellence? Do you thrive in a high-achieving, growth-oriented culture where you can be confident and have a clear sense of purpose? Would you enjoy building camaraderie with a team of diverse people from around the world who share the drive to be trusted strategic advisors to executives in high-impact situations? If so, we invite you to consider joining NetApp’s Customer Assurance Program (CAP) team!
CAP is a global autonomous team of advocacy champions whose primary purpose is to sustain customer confidence and trust in NetApp. CAP serves as the highest level of escalation within NetApp, activated by exception when standard channels have proven inadequate. Once CAP accepts an engagement, the CAP Manager advocates for the best interests of both customer and NetApp while owning, managing, and resolving critical situations with a holistic ownership mindset, striving to turn risks into high-impact opportunities.
In addition to escalation management, a CAP Manager will also have opportunities to lead or actively participate in continuous improvement projects and initiatives, championing the voice of our organization and customers. This provides further opportunities to lead global cross-functional teams, proposing new ideas, identifying root causes and systemic issues, recommending and implementing process improvements, and driving organizational change to enhance NetApp's support quality.
Key Responsibilities
- Own and drive the resolution of critical customer escalations with end-to-end accountability, ensuring alignment with NetApp’s strategic goals
- Conduct holistic situation appraisals and problem analyses to uncover specific customer pain points and drive resolution strategies that deliver long-term value
- Lead diverse, cross-functional virtual teams across geographies, time zones, and cultures to resolve complex technical and business challenges, ensuring alignment with organizational priorities
- Build trusted and sustained relationships with stakeholders across NetApp, customers, and partners, securing their commitment to expedite resolution and drive systemic improvements
- Act as a strategic advisor to executives, confidently managing expectations, providing actionable insights, and serving as the primary point of contact throughout the CAP engagement
- Develop and execute resolution plans that balance time, cost, and customer satisfaction, while identifying risks and implementing mitigation strategies to achieve sustainable outcomes
- Communicate effectively with multicultural, cross-functional audiences at all levels, delivering clear, concise updates in both verbal and written formats
- Simultaneously manage multiple high-impact escalations, projects, and initiatives, driving outcomes that align with NetApp’s strategic objectives
- Document processes and resolutions with precision and clarity, ensuring insights are leveraged for continuous improvement and alignment with organizational goals
- Identify systemic trends and root causes of escalations, driving improvements across “People, Processes, and Products” to enhance customer satisfaction and operational efficiency
- Lead or contribute to CAP's continuous improvement initiatives and strategic projects, aligning outcomes with NetApp’s organizational vision and goals
Job Requirements
- Be flexible and adaptable in fast-paced, volatile situations, quickly understanding escalation landscapes and adjusting to evolving changes and customer expectations
- Develop and maintain strong relationships with key cross-functional stakeholders
- Exhibit executive presence with excellent verbal and written communication skills, consistently delivering high-quality outputs
- Communicate effectively under pressure, regardless of audience or issue complexity
- Embody a "whatever it takes" attitude to remove obstacles, gain buy-in, and convey urgency in any situation, executing tasks with efficacy, accuracy, and consistency
- Demonstrate strong situational and cross-functional leadership when managing escalations or projects and initiatives, owning and driving resolutions
- Think and act as an owner, taking initiative and personal responsibility for your own work and holding others accountable for theirs as the situation requires
- Maintain diplomacy, assurance, and calm under pressure, balancing empathy and assertiveness when conveying needs and making challenging decisions
- Embrace a growth mindset, viewing challenges as opportunities to learn and grow
- Collaborate and leverage the strengths of others to achieve better outcomes
- Foster an environment where others feel inspired to be their best selves
- Possess strong time management skills to handle multiple complex issues simultaneously across various time zones
- Holistically evaluate and clearly communicate the implications of decisions made during CAP engagements
- Learn core technical knowledge of NetApp products and solutions
Desired Experience and Education
- History of at least 8-10 years’ work experience in the high-tech industry *A combination of relevant education, training, and/or certifications, along with industry experience, may be considered instead of the required 8-10 years of work experience
- Proven record of leading globally distributed teams in support of Fortune 500 companies
- Demonstrated ability in restoring and/or maintaining trust with customers at all levels
- Extensive experience owning and resolving complex and/or critical situations
- Strong background in delivering high-quality output to executive audiences
- Skilled at influencing senior leadership and customers towards win-win agreements for successful outcomes
- Proficiency in Microsoft 365 Suite and fundamental knowledge of storage infrastructure technologies
Compensation:
The target salary range for this position is 115,000 - 162,000 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.
Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
Related content
Diversity, equity, inclusion, and belonging
We are a collection of diverse people from around the world with our own individual stories. We share the drive to create innovative, world-class products. We're One NetApp, and we find strength in celebrating our individuality.
NetApp Entry Level Careers Program
The NetApp Entry Level Careers Program is designed to help you grow your career, sharpen your skills, and foster meaningful relationships. When you join the Program, you join a diverse, global community where innovative ideas flourish.
Find your ideal job
In a world consistently defined by new expectations, can you quickly adapt for the success of our customers? We reward innovation and problem-solving.
Jobs for you
- US Army Client Executive , United States
- Customer Success Manager North Carolina, United States
- Software Engineer - C/C++ Bengaluru, Karnataka, India
Your recently viewed jobs will appear here.
You have no saved jobs. Start browsing jobs here
Recruitment scam warning
When conducting a job search, you’re bombarded with outreach. Here are tips to keep you safe from recruitment fraud.
Stay in touch
Equal Opportunity Employer*
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status and any other protected classification. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.
State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.
Reasonable accommodation
If you are an applicant with a physical or mental disability requiring an accommodation, or you require a religious accommodation for any part of our application process, please email careers@netapp.com. Each request for reasonable accommodation will be considered on a case-by-case basis, consistent with applicable laws and regulations. Please note, this email address is only for accommodation requests; we do not accept unsolicited resumes.
Data privacy
We care about your privacy and therefore ask that you read our Applicant Privacy Policy (PDF) before you submit any personal information to us.
NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs. Currently, when addressing certain hiring needs, NetApp uses the Eightfold tool which can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and /or rank internal employees seeking promotion or other internal mobility.
An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.
Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
*Applies to applicants for employment in the United States.