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Title:  Senior Quality Program Manager

Location: 

Research Triangle Park, NC, US, 27709

Requisition ID:  51641

 

Are you data-driven?  We at NetApp believe in the transformative power of data – to expand customer touchpoints, to foster greater innovation, and to optimize operations.  We are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice.  We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.

 

We’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business.  With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management.

 

By modernizing storage through data management, customers can upgrade infrastructure to bring modern data services to existing applications. Only NetApp can help organizations free the resources necessary to fund transformation by deploying the industry’s leading flash storage solution, which is highly efficient and scalable in both data center and cloud environments.

Job Summary

As a member of the Corporate Quality team in the Customer Support Delivery (CSD) organization, the Senior Quality Program Manager will:

  • Create, deploy, and manage a data-driven improvement action plan framework in partnership with key stakeholders, to drive improvements in the product, process, and support operations to achieve higher customer satisfaction goals.
  • Utilize Expert Level Tableau and Excel data analytics skills.
  • Prepare customer quality health assessment, and lead Support quality analytics and reporting.
  • Facilitate and manage support quality reviews and customer quality discussions with cross-functional teams including, Support technical leadership, Engineering, and field teams.
Job Requirements
  • Strong understanding of quality metrics, analytics, and reporting
  • Must be able to communicate with senior management and present approaches and findings using analytical and problem-solving skills effectively. 
  • 5-7 years of experience working with multiple data sources and performing Deep Analytics using Excel and Tableau dashboards
  • 5-7 years of experience in leading technical projects or programs
  • 3-5 years of experience in quality metrics generation and reporting
  • Strong understanding of storage products, software development, and support operations
  • Must demonstrate favorable results through leadership and influencing multiple individuals and groups without functional authority.
  • Limited supervision is provided, as this individual can operate, drive results, and set priorities independently.
  • Excellent analytical, problem-solving, organizational process management, and process improvement skills
Education

Typically requires a minimum of 12 years of related experience with a Bachelor’s degree in Engineering, Mathematics, Statistics, or similar field; or 8 years and a Master’s degree; or equivalent combination of relevant education/training/certifications and years of applicable professional experience.

Expert level Tableau and Excel analytic abilities

Strong background in leading technical projects and/or programs

Lean six sigma practical experience is a plus

 

So get ready to tap into the data visionary within, and join us as we accelerate digital transformation and empower our customers to change the world with data!

 

If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it’s the right thing to do.

 

We work hard but also recognize the importance of work-life balance for our employees because what’s important to them is important to us!  Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition.  Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time 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 and fitness centers. We also offer financial savings programs to help you plan for your future.  

 

Join us and see what empowerment can do. 

 

 

Equal Opportunity Employer Minorities/Women/Vets/Disabled