NetApp
Senior Manager, WW Customer Support Operations & Programs
NetApp, Durham, North Carolina, us, 27709
Job Summary Join our global Customer Support Delivery (CSD) team as a
Senior Manager of Business Operations and Programs . You possess a solid background in business operations and program management, with extensive knowledge of customer support processes and a passion for enhancing customer experience. You excel at strategic thinking and driving operational excellence to ensure flawless execution globally, leading a team of 8-12 members responsible for service readiness, regional support, and program management, and collaborating with colleagues worldwide, from executives to individual contributors. In this dynamic role, expect to constantly challenge yourself and enhance the organization's operations.
Make sure to read the full description below, and please apply immediately if you are confident you meet all the requirements.You enjoy working with people and thrive in cross-functional collaboration. Establishing standards, consistency, and automation comes naturally to you, backed by a talent for bringing the organization to life. You are always looking to improve existing processes and seek to leave your unique mark on programs to enrich the customer experience and boost efficiency. You are proactive and take initiative rather than waiting for things to happen.The strong preference is that this candidate be located near the Research Triangle Park (RTP) NC, area. Qualified candidates currently located near this area will receive top consideration.Key Responsibilities Operational ExcellenceOversee the day-to-day operations of the customer support organization, ensuring efficiency and effectiveness in service delivery.Develop and implement operational policies, procedures, and best practices to enhance productivity and customer satisfaction.Use technology and AI to make work faster and better. Track important numbers to see how well things are going and ultimately improve overall performance.Program ManagementLead and manage key programs and initiatives aimed at improving customer support processes and outcomes.Coordinate cross-functional teams to ensure successful program execution, meeting deadlines, and achieving goals including holding project reviews, monthly and quarterly business reviewsIdentify opportunities for program enhancements and drive continuous improvement efforts.Strategic PlanningCollaborate with senior leadership to develop and execute strategic plans for the customer support organization.Analyze market trends, customer feedback, and industry best practices to inform strategic decision-making.Provide insights and recommendations to drive growth and innovation in customer support services.Team LeadershipBuild and lead a high-performing team of business operations and program management professionals.Foster a culture of collaboration, accountability, and continuous learning within the team.Provide coaching, mentorship, and professional development opportunities to team members.Stakeholder EngagementAct as a key liaison between the customer support organization and other departments within Customer Success, Product Teams and other supporting functions.Communicate effectively with stakeholders at all levels to ensure alignment and support for operational and program initiatives.Represent the customer support organization in internal and external meetings, presentations, and forums.Education & Skill Requirements
Bachelor's degree in business administration, Operations Management, Engineering or a related field preferred. MBA or advanced degree is a plus.8+ years of experience in business operations, program management, or a similar role performing several of the functions as outlined above, preferably in a customer support or service environment4+ years directly managing people5+ years leading large and complex cross-functional projects with proven track record of driving multiple, critical projects and process improvements with tangible outcomes.Strong analytical and problem-solving skills, with the ability to make data-driven decisions.Excellent leadership and team management abilities.Exceptional interpersonal and communications skills including preparing executive and delivering multi-channel organizational communicationsProficiency in using project management tools and operational practices, PMO and leading teams responsible for project managementA willingness to work before and after traditional work hours as needed, to support US and global team members and stakeholders in EMEA and APAC.Compensation:The target salary range for this position is $175,000 - $215,000. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU's), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.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.Did you know...Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.Why NetApp?We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer 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. Finally, we provide financial savings programs to help you plan for your future.If you want to help us build knowledge and solve big problems, let's talk.PDN-9d61c140-6096-4926-899b-e37eeaf2737d
Senior Manager of Business Operations and Programs . You possess a solid background in business operations and program management, with extensive knowledge of customer support processes and a passion for enhancing customer experience. You excel at strategic thinking and driving operational excellence to ensure flawless execution globally, leading a team of 8-12 members responsible for service readiness, regional support, and program management, and collaborating with colleagues worldwide, from executives to individual contributors. In this dynamic role, expect to constantly challenge yourself and enhance the organization's operations.
Make sure to read the full description below, and please apply immediately if you are confident you meet all the requirements.You enjoy working with people and thrive in cross-functional collaboration. Establishing standards, consistency, and automation comes naturally to you, backed by a talent for bringing the organization to life. You are always looking to improve existing processes and seek to leave your unique mark on programs to enrich the customer experience and boost efficiency. You are proactive and take initiative rather than waiting for things to happen.The strong preference is that this candidate be located near the Research Triangle Park (RTP) NC, area. Qualified candidates currently located near this area will receive top consideration.Key Responsibilities Operational ExcellenceOversee the day-to-day operations of the customer support organization, ensuring efficiency and effectiveness in service delivery.Develop and implement operational policies, procedures, and best practices to enhance productivity and customer satisfaction.Use technology and AI to make work faster and better. Track important numbers to see how well things are going and ultimately improve overall performance.Program ManagementLead and manage key programs and initiatives aimed at improving customer support processes and outcomes.Coordinate cross-functional teams to ensure successful program execution, meeting deadlines, and achieving goals including holding project reviews, monthly and quarterly business reviewsIdentify opportunities for program enhancements and drive continuous improvement efforts.Strategic PlanningCollaborate with senior leadership to develop and execute strategic plans for the customer support organization.Analyze market trends, customer feedback, and industry best practices to inform strategic decision-making.Provide insights and recommendations to drive growth and innovation in customer support services.Team LeadershipBuild and lead a high-performing team of business operations and program management professionals.Foster a culture of collaboration, accountability, and continuous learning within the team.Provide coaching, mentorship, and professional development opportunities to team members.Stakeholder EngagementAct as a key liaison between the customer support organization and other departments within Customer Success, Product Teams and other supporting functions.Communicate effectively with stakeholders at all levels to ensure alignment and support for operational and program initiatives.Represent the customer support organization in internal and external meetings, presentations, and forums.Education & Skill Requirements
Bachelor's degree in business administration, Operations Management, Engineering or a related field preferred. MBA or advanced degree is a plus.8+ years of experience in business operations, program management, or a similar role performing several of the functions as outlined above, preferably in a customer support or service environment4+ years directly managing people5+ years leading large and complex cross-functional projects with proven track record of driving multiple, critical projects and process improvements with tangible outcomes.Strong analytical and problem-solving skills, with the ability to make data-driven decisions.Excellent leadership and team management abilities.Exceptional interpersonal and communications skills including preparing executive and delivering multi-channel organizational communicationsProficiency in using project management tools and operational practices, PMO and leading teams responsible for project managementA willingness to work before and after traditional work hours as needed, to support US and global team members and stakeholders in EMEA and APAC.Compensation:The target salary range for this position is $175,000 - $215,000. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU's), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.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.Did you know...Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.Why NetApp?We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer 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. Finally, we provide financial savings programs to help you plan for your future.If you want to help us build knowledge and solve big problems, let's talk.PDN-9d61c140-6096-4926-899b-e37eeaf2737d