Sr. Manager, Support Operations

Own Every Moment at Net App At Net App, 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.

Own Every Moment at Net App At Net App, 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. Ready to innovate and contribute to our path to $10B? Here, you'll collaborate with passionate teams, tackle real-world challenges, and see your impact in how customers transform and grow.

If you're ready to bring curiosity, creativity, and drive to every moment, Net App is where your journey begins. Join teams that innovate to elevate, drive results, and excel together across every function.

The Sr. Manager, Intelligent Support Operations is a newly defined, innovation-forward leadership role responsible for reimagining how Net App Customer Support Delivery (CSD) operates, decides, scales, and evolves in an AI-powered Customer Success organization. This role sits at the convergence of business operations, AI transformation, organizational strategy, executive enablement, and cross-functional execution. The leader will build the next-generation intelligent operating model for CSD while partnering closely with the broader Customer Success AI function to align strategy, governance, capabilities, adoption, and measurable business outcomes.

This position is not focused on simply running today's operations more efficiently; it is designed to create the operational infrastructure of tomorrow. The role will own the rhythms, frameworks, decision architectures, data flows, business intelligence mechanisms, transformation programs, and executive decision support processes that enable CSD to sense change earlier, prioritize work more effectively, embed AI into how work gets done, and deliver measurable improvements in customer experience, productivity, quality, cost efficiency, and organizational effectiveness.

• Lead the design and execution of CSD's intelligent business operating model, including rhythm of business, leadership forums, planning cycles, governance mechanisms, and decision support processes.
• Drive AI transformation within CSD while partnering with the Customer Success AI function to align AI strategy, capabilities, governance, use case prioritization, adoption plans, measurement frameworks, and execution priorities.
• Define and deliver measurable business impact from AI for CSD, including improvements in customer experience, case resolution effectiveness, employee productivity, operational quality, automation, cost efficiency, and leadership decision velocity.
• Own the business performance intelligence framework for CSD, translating operational, financial, customer, workforce, and AI performance data into actionable insights, executive-ready narratives, and clear recommendations.
• Build and manage a high-impact transformation portfolio that advances CSD priorities, including AI-powered intelligence and automation, workflow redesign, process simplification, performance measurement, workforce readiness, and customer-to-product feedback loops.
• Serve as a strategic integrator for CSD leadership, connecting priorities across functions within and outside the team
• Establish governance, accountability, and operating mechanisms that ensure transformation work is prioritized, resourced, measured, communicated, and delivered with sustained adoption and business value.
• Lead executive communication and strategic storytelling for CSD operating…