Project Manager/Data Analyst - Regional Support Operations

Job Description

Are you data-driven? We at NetApp believe in the transformative power of data – to expand customer touchpoints, to foster greater innovation, and to optimize operations. We are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice. We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.

We’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business. With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management.

By modernizing storage through data management, customers can upgrade infrastructure to bring modern data services to existing applications. Only NetApp can help organizations free the resources necessary to fund transformation by deploying the industry’s leading flash storage solution, which is highly efficient and scalable in both data center and cloud environments.

As a Project Manager & Data Analyst on our Regional Customer Support Delivery (CSD) Global Operations team, you work closely with Americas regional leadership to understand internal support processes and how they interact with global support and other business units to impact customer satisfaction.

You use operational and customer satisfaction data to identify opportunities for improvement and work with Global Operations and project managers to develop processes, prioritize tool and automation enhancements, drive consistency, and report on outcomes. You will work with Regional Operations Specialists in other geos and CSD support leadership to share regional priorities, minimize regional inconsistencies, and negotiate conflicting priorities.

*** A strong background in data reporting, statistical analysis, continuous improvement methodologies (especially “5-whys”), project management, and confidence in communicating at all levels of the organization is critical to your success in this role. You are integral to helping NetApp CSD meet our mission to “provide the best possible support for our customers and to become the standard of excellence by which other support organizations are measured”.

Essential Functions:

• Regularly monitor operational and customer sentiment data and proactively notify regional leadership when key performance targets or customer satisfaction are at risk.
• Using a customer-focused approach, analyze existing processes to seek improvements to streamline workflows, reduce waste, identify opportunities for automation, and develop metrics to measure outcomes.
• Work directly with NetApp reporting teams to prioritize and develop regionally- and globally relevant dashboards for monitoring the business.
• Effectively represent regional support requirements in global forums and global support requirements in regional forums; understand and balance regional differences with global consistency to drive overall success.
• Lead regional change management for new processes, products, and solutions.
• Serve as key member of the CSD Continuous Improvement Core Team
o Help guide the strategic direction of the CSD Continuous Improvement program
o Analyze operational and customer satisfaction data to determine regional and global strategic improvements.
• Develop, define, execute project plans, schedules, and deliverables for operational improvement projects and programs as prioritized by NetApp, CSD Global Operations, and regional business requirements.
• Collaborate with cross-functional teams including digital support, product engineering, logistics, onsite support, and account teams as needed to support exceptional customer experience.
• Develop and deliver effective internal and cross-functional communications on regional strategic initiatives, goals, and quarterly priorities as needed by regional leadership.
• Schedule, organize, and host monthly, quarterly, and annual business review and planning meetings as determined by the business.

• 8-10 years of experience in operations management, data reporting, data analytics, and project and program management
• Significant experience with data analysis working with Tableau AND MS Excel to identify process improvement to reduce waste and drive efficiency. Reporting and survey experience with Qualtrics is a definite plus, but not required.
• Experience with process design, documentation, and change management

• Proven track-record of effective cross-functional collaboration, influence, and negotiation to achieve positive outcomes
• Strong background in data reporting, statistical analysis, and identification of operational improvement areas
• Proven ability to set and meet deadlines, work independently, and proactively engage others when needing assistance
• Ability to communicate effectively with all levels (individual contributors to senior leadership) and across business units
• Excellent analytical, problem-solving, and organizational skills.
• Knowledge of customer support and service lifecycle, tools, processes, and measuring success through metrics
• Extensive experience developing project plans, determining success criteria, and executing effectively

• Knowledge and experience with continuous improvement framework methodologies (e.g., “5-whys”) preferred

• Experience with Lean Six Sigma, PMP, and process design framework preferred

This role will primarily be remote with some travel into our RTP, NC office. Candidates with a reasonably commutable drive to RTP, NC need only apply.

Typically requires a minimum of 12 years of overall professional experience with a Bachelor’s degree in Engineering, Mathematics, Statistics, or similar field; or 8 years and a Master’s degree; or equivalent combination of relevant education/training/certifications and years of applicable professional experience.

Strong data reporting, data analytics (Tableau and Excel), and project/program management experience required

So get ready to tap into the data visionary within, and join us as we accelerate digital transformation and empower our customers to change the world with data!

If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it’s the right thing to do.

We work hard but also recognize the importance of work-life balance for our employees because what’s important to them is important to us! Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time 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 and fitness centers. We also offer financial savings programs to help you plan for your future.

Join us and see what empowerment can do.

Equal Opportunity Employer Minorities/Women/Vets/Disabled