CAP Manager - Second Shift

Job 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.

This position is a hybrid, 3-day in office position from either our NetApp Office in Wichita, KS or Durham/RTP, NC.

This position is the second shift (Monday - Friday from 3pm ET - 11pm ET).

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 129,200 - 192,500 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, 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.