Customer Assurance Prog Mgr

Job Summary

The Customer Assurance Program (CAP) Manager serves as NetApp’s highest level of customer advocacy and escalation management, leading the resolution of critical customer situations when standard support channels are no longer sufficient. As a trusted advisor, this role is responsible for restoring and maintaining customer confidence by driving complex issue resolution, influencing cross-functional teams, and managing executive-level communications.

Working across global teams, the CAP Manager owns escalations from initiation through resolution, balancing customer needs with business objectives while identifying opportunities for continuous improvement. The role also contributes to strategic initiatives that strengthen customer support quality, improve operational processes, and drive organizational change across people, processes, and products.

Jon Responsibilities

Customer Escalation & Advocacy

Own and drive the resolution of critical customer escalations with end-to-end accountability.Conduct comprehensive situation assessments to understand customer concerns, business impact, risks, and resolution requirements.Develop and execute resolution plans that balance customer satisfaction, business priorities, timelines, and costs.Serve as the primary point of contact for executive stakeholders throughout complex customer engagements.Restore and maintain customer trust through effective communication, transparency, and advocacy.

Cross-Functional Leadership

Lead global, cross-functional virtual teams across multiple geographies, functions, and time zones.Influence stakeholders and drive alignment across Engineering, Support, Sales, Product Management, Professional Services, and Leadership teams.Facilitate collaboration and remove obstacles to accelerate issue resolution.Drive accountability and ownership across all teams involved in customer engagements.

Executive & Stakeholder Management

Build trusted relationships with executives, customers, partners, and internal stakeholders.Provide executive-level updates, action plans, risk assessments, and recommendations.Manage expectations and communicate effectively during high-pressure situations.Facilitate decision-making by clearly articulating business impacts and potential outcomes.Continuous Improvement & Strategic InitiativesIdentify recurring trends, root causes, and systemic issues impacting customer experience.Drive improvement initiatives focused on enhancing support quality, operational effectiveness, and customer satisfaction.Lead or contribute to strategic projects and transformation initiatives across the business.Document lessons learned, best practices, and operational improvements to strengthen organizational capabilities.

Operational Excellence

Manage multiple high-priority escalations, projects, and initiatives simultaneously.Maintain accurate documentation and ensure clear communication throughout engagement lifecycles.Monitor progress, identify risks, and implement mitigation strategies.Drive measurable outcomes aligned with NetApp’s customer success objectives.

Job Requirements

Experience

8+ years of experience in the technology industry, customer success, escalation management, support operations, program management, or related functions.Proven experience leading complex customer escalations and critical business situations.Demonstrated success managing globally distributed, cross-functional teams.Experience supporting enterprise and Fortune 500 customers.Strong track record of influencing senior leaders and driving successful outcomes.Experience restoring and maintaining customer trust during high-impact situations.

Skills & Competencies

Strong customer advocacy and relationship management skills.Exceptional leadership, collaboration, and stakeholder management abilities.Ability to influence executives and cross-functional teams without direct authority.Strong problem-solving, analytical, and decision-making capabilities.Excellent verbal and written communication skills with executive presence.Ability to remain calm, decisive, and effective under pressure.Strong project management and organizational skills.Growth mindset with a passion for continuous improvement and operational excellence.Ability to manage multiple priorities across global teams and time zones.Strong diplomacy, negotiation, and conflict-resolution skills.

Technical Knowledge

Fundamental understanding of enterprise storage infrastructure technologies.Proficiency with Microsoft 365 and productivity tools.Ability to quickly develop knowledge of NetApp products, solutions, and support processes.

Education

Bachelor's degree or equivalent combination of education, certifications, and relevant industry experience.Additional certifications or advanced qualifications are considered a plus.

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during 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.

Why You'll Thrive at NetApp

At NetApp, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.

NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.

Our culture

We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.

If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.

Submitting an Application

To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.

AI Disclosure

For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support—rather than replace—human decision-making.