CAP Manager - First Shift

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 Net App’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 Net App. CAP serves as the highest level of escalation within Net App, 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 Net App 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 Net App's support quality.

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

This position is the first shift (Monday - Friday from7am local time - 4pm local time).

• Own and drive the resolution of critical customer escalations with end-to-end accountability, ensuring alignment with Net App’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 Net App, 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 Net App’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 Net App’s organizational vision and goals

• Be flexible and adaptable in fast-paced, volatile situations, quickly understanding escalation landscapes and adjusting to evolving changes and customer expectations
• Devel…