CAP Manager - First Shift

About the Position

We are looking for a CAP Manager - First Shift to join our Customer Assurance Program (CAP) team at NetApp. This role is pivotal in managing critical customer escalations and leading global teams to resolve complex technical and business challenges. If you thrive in a high-achieving, growth-oriented culture and are passionate about advocacy, leadership, and excellence, we invite you to consider this opportunity.

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.

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.

We Offer

• Opportunity to work in a hybrid environment with some level of in-office and/or in-person expectations.
• Competitive salary and benefits.
• Professional growth and development opportunities.
• Collaborative and inclusive work culture.

About the Company

At NetApp, your ideas power innovation. We lead in intelligent data infrastructure-delivering unified storage, integrated data services, and solutions that help organizations unlock the full potential of their data, from AI to multicloud. Join teams that innovate to elevate, drive results, and excel together across every function.

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.