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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.
Support Readiness Program Manager
North Carolina, United States; San Jose, California, United StatesJob Summary:
We are seeking a dynamic individual to fill the role of Support Readiness Program Manager. In this position, you will be responsible for New Product Introduction (NPI), managing all processes and systems relevant to the successful completion of NPI releases. The individual must have a comprehensive understanding of internal systems, processes, and tools essential for the integration of new products and services in Customer Support Operations. Additionally, the individual will drive continuous improvement with a focus on process improvement and optimization.
Key Competencies and Responsibilities:
NPI Program Management:
- Lead the planning, coordination, and execution of product integrations to ensure readiness.
- Develop and manage Support Readiness NPI plans and product integration roadmaps, ensuring support teams are prepared.
- Execute support readiness process steps and project plans from launch to completion, which include (but are not limited to) identifying support requirements, review of user, technical, and logistical requirements, identifying tasks, assigning and coordinating resources, and creating/tracking project schedules.
- Ensure alignment of projects to company processes (e.g., PLC Product Life Cycle).
Stakeholder Engagement:
- Drive engagement with the Customer Support delivery teams and cross-functional organizations to execute and implement the Support Readiness plan, inclusive of processes and tools.
- Collaborate with Supportability Engineers for spec reviews, trend analysis, and issue identification.
- Communicate and distill NPI status to various audiences, including executives.
Product Management Support:
- Participate in product release meetings and communicate new releases, products, and tools to Customer Support Delivery management.
- Manage prioritization of feature requests and defects, working closely with the Product Management team.
Training and Knowledge Transfer:
- Read and distill new product specs in conjunction with supportability engineers.
- Identify training needs for support teams.
- Develop knowledge and training content to keep Customer Support Delivery informed of new product releases, product updates, and upgrades.
Continuous Learning & Improvement:
- Leverage methodologies and frameworks to enhance processes and workflows.
- Monitor the success of newly released products, solutions, and services, driving improvements as needed.
Education and Experience:
- A bachelor’s degree is required, preferably in Business or Technology-related fields (i.e., Business, Information Services, Computer Science, or Electrical Engineering) or equivalent experience
- 8+ years of experience in one or more of the areas: Customer/Technical Support, Customer Experience Management, Call Center Management
- Demonstrated ability to manage multiple, concurrent projects. Project Management (PMP preferred, CSM, or ITIL)
- In-depth knowledge of product management and the PLC process
- Ability to navigate and thrive in ambiguous situations.
- Technical knowledge is a plus
131,750 - 195,800 USDCompensation:
The target salary range for this position is 131,750 - 195,800 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.
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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.