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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. We embrace diversity and openness because it's in our DNA. 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.
"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization."-George Kurian, CEO
Senior Manager, WW Customer Support Operations & Programs
Remote - USJob Summary
Join our global Customer Support Delivery (CSD) team as a Senior Manager of Business Operations and Programs. You possess a solid background in business operations and program management, with extensive knowledge of customer support processes and a passion for enhancing customer experience. You excel at strategic thinking and driving operational excellence to ensure flawless execution globally, leading a team of 8-12 members responsible for service readiness, regional support, and program management, and collaborating with colleagues worldwide, from executives to individual contributors. In this dynamic role, expect to constantly challenge yourself and enhance the organization's operations.
You enjoy working with people and thrive in cross-functional collaboration. Establishing standards, consistency, and automation comes naturally to you, backed by a talent for bringing the organization to life. You are always looking to improve existing processes and seek to leave your unique mark on programs to enrich the customer experience and boost efficiency. You are proactive and take initiative rather than waiting for things to happen.
The strong preference is that this candidate be located near the Research Triangle Park (RTP) NC, area. Qualified candidates currently located near this area will receive top consideration.
Key Responsibilities
Operational Excellence
- Oversee the day-to-day operations of the customer support organization, ensuring efficiency and effectiveness in service delivery.
- Develop and implement operational policies, procedures, and best practices to enhance productivity and customer satisfaction.
- Use technology and AI to make work faster and better. Track important numbers to see how well things are going and ultimately improve overall performance.
Program Management
- Lead and manage key programs and initiatives aimed at improving customer support processes and outcomes.
- Coordinate cross-functional teams to ensure successful program execution, meeting deadlines, and achieving goals including holding project reviews, monthly and quarterly business reviews
- Identify opportunities for program enhancements and drive continuous improvement efforts.
Strategic Planning
- Collaborate with senior leadership to develop and execute strategic plans for the customer support organization.
- Analyze market trends, customer feedback, and industry best practices to inform strategic decision-making.
- Provide insights and recommendations to drive growth and innovation in customer support services.
Team Leadership
- Build and lead a high-performing team of business operations and program management professionals.
- Foster a culture of collaboration, accountability, and continuous learning within the team.
- Provide coaching, mentorship, and professional development opportunities to team members.
Stakeholder Engagement
- Act as a key liaison between the customer support organization and other departments within Customer Success, Product Teams and other supporting functions.
- Communicate effectively with stakeholders at all levels to ensure alignment and support for operational and program initiatives.
- Represent the customer support organization in internal and external meetings, presentations, and forums.
Education & Skill Requirements
- Bachelor’s degree in business administration, Operations Management, Engineering or a related field preferred. MBA or advanced degree is a plus.
- 8+ years of experience in business operations, program management, or a similar role performing several of the functions as outlined above, preferably in a customer support or service environment
- 4+ years directly managing people
- 5+ years leading large and complex cross-functional projects with proven track record of driving multiple, critical projects and process improvements with tangible outcomes.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- Excellent leadership and team management abilities.
- Exceptional interpersonal and communications skills including preparing executive and delivering multi-channel organizational communications
- Proficiency in using project management tools and operational practices, PMO and leading teams responsible for project management
- A willingness to work before and after traditional work hours as needed, to support US and global team members and stakeholders in EMEA and APAC.
Compensation:
The target salary range for this position is $175,000 - $215,000. 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.
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.
Did you know...
Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.
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.
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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 (PDF). 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 that requires reasonable accommodation for any part of our application process, please email gdib@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.
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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
*Applies to applicants for employment in the United States.