Title:  CAP Manager

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. 

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