Title:  CAP Manager

Job Summary

Job Requirements

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.
  
  

Required Skills and Attributes

• 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*.
• 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.
  
  *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.

About NetApp

NetApp is the global Intelligent Data Infrastructure leader enabling organizations to manage any data, for any application, anywhere it’s needed - optimized, secured, and protected by intelligence. Only NetApp provides a silo-less approach combining unified data storage with enterprise-grade storage service natively embedded in the world’s biggest clouds. We offer integrated data services with built-in data resilience, policy-based governance, and CloudOps solutions with AI-powered optimization of on-prem and cloud infrastructure. Our company values – put the customer at the center, care for each other and our communities, build belonging every day, embrace a growth mindset, think and act like owners – inform every decision we make, from customer interactions and social causes to designing solutions and supporting our employees

What NetApp Offers:

• Impactful Work: Be part of a team that directly influences customer satisfaction, organizational developments, and loyalty, making a real difference in customers’ experience with NetApp
• Career Growth: Opportunities for professional development and career advancement within a global, innovative company
• Collaborative Culture: A supportive and inclusive work environment where your ideas and contributions are valued.Work-Life Balance: Flexible work arrangements and a commitment to work-life balance.