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.
Job SummaryThis role is for a Support Operations Program Manager whose focus is to manage and enhance the delivery of the SupportEdge Prestige/Expert support service to those customer accounts. This includes managing customer expectations as well as driving a differentiated and superior support experience by proactively engaging in technical cases and facilitating faster resolution/RCA. This also includes periodic assessment of supported customers compared to NetApp Key performance indicators. This individual contributor position requires someone with the ability to communicate with all levels of Senior Management including Vice Presidents of the organization.
Job RequirementsEssential Job Responsibilities
• Orchestrate ownership, optimization and management of all issues for the SupportEdge Prestige and Expert Customers.
• Lead cross-functional resources to mitigate issues and act as single point of contact for operational issues.
• Ensure service delivery as per service level agreements and best practices.
• Identify and understand issues, problems, and opportunities and provide recommendations to enhance customer experience.
• Ensure priority case and call routing.
• Focus on delivering faster RCAs(Root Cause Analyis).
• Work closely with Support Account Managers to instruct customer staff on NetApp’s operational best practices, escalation pathways and tools.
• Provide regular updates on hot or escalated issues.
• Demonstrate ability to quickly adopt to evolving escalated situations when Time to Resolve is of the utmost importance and Customer Satisfaction (CSAT) is severely impacted.
• Ensure handovers of cases to ensure continuity of support and management attention.
Attributes needed to be Successful in the role
• Good understanding of NetApp’s storage products and solutions
• Good understanding of operational excellence
• Excellent communication skills, empathy and listening skills
• Customer centricity and understanding of business impact
• Strong problem-solving skills and the ability to excel under pressure
• Ability to collaborate with Cross functional teams
• Project Management experience and Leadership skills
EducationTypically requires a Bachelor’s degree and a minimum of 2-5 years of related experience; or equivalent combination of applicable education/certifictations/training and relevant professional work experience.
Experience in Project and/or Program Management in a Technical environment strongly preferred.
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
Get More Interviews for This and Many Other Jobs
Huntr helps you instantly craft tailored resumes and cover letters, fill out application forms with a single click, effortlessly keep your job hunt organized, and much more.
Sign Up for Free