CAP Manager - First Shift

NetApp; Morrisville (NC); Hybrid; USD 120,000 - 160,000; Full time

Job summary

The CAP Manager at NetApp leads high-stakes customer escalations, advocating for the best interests of both customer and NetApp and owning critical situations end-end. You will work with executive stakeholders and cross-functional teams to drive resolution, while guiding continuous improvement initiatives that raise support quality.

This is a hybrid, first-shift role (7am–4pm ET), three days in the Wichita, KS or Durham/RTP, NC offices, with opportunities to influence globally and shape trusted

Qualifications

• 8–10 years in high-tech industry or equivalent experience
• Proven record of leading globally distributed teams
• Experience restoring and maintaining trust with customers at all levels
• Experience owning and resolving complex or critical situations
• Strong background delivering executive-level output
• Ability to influence senior leadership and customers toward win‑win outcomes
• Proficiency with Microsoft 365 Suite and storage tech knowledge

Responsibilities

• Own and drive resolution of critical customer escalations with end-to-end accountability
• Lead diverse, cross-functional virtual teams across geographies and time zones
• Build trusted relationships with stakeholders across NetApp, customers, and partners
• Act as a strategic advisor to executives, managing expectations and providing actionable insights
• Develop and execute resolution plans balancing time, cost, and customer satisfaction
• Document processes and resolutions with precision for continuous improvement
• Identify systemic trends and root causes of escalations
• Lead or contribute to CAP's continuous improvement initiatives

Skills

Executive presence

Cross-functional leadership

Time management

Growth mindset

Ownership

Communication under pressure

Relationship building

Influencing leadership

Tools

Microsoft 365 Suite

Storage infrastructure knowledge

Job description

Job Summary

Are you a customer-focused professional with a passion for advocacy, leadership, and excellence? Do you thrive in a high-achieving, growth-oriented culture where you can be confident and have a clear sense of purpose? Would you enjoy building camaraderie with a team of diverse people from around the world who share the drive to be trusted strategic advisors to executives in high-impact situations? If so, we invite you to consider joining NetApp’s Customer Assurance Program (CAP) team!

Job Summary

CAP is a global autonomous team of advocacy champions whose primary purpose is to sustain customer confidence and trust in NetApp. CAP serves as the highest level of escalation within NetApp, activated by exception when standard channels have proven inadequate. Once CAP accepts an engagement, the CAP Manager advocates for the best interests of both customer and NetApp while owning, managing, and resolving critical situations with a holistic ownership mindset, striving to turn risks into high-impact opportunities.

In addition to escalation management, a CAP Manager will also have opportunities to lead or actively participate in continuous improvement projects and initiatives, championing the voice of our organization and customers. This provides further opportunities to lead global cross-functional teams, proposing new ideas, identifying root causes and systemic issues, recommending and implementing process improvements, and driving organizational change to enhance NetApp's support quality.

This position is a hybrid, 3-day in office position from either our NetApp Office in Wichita, KS or Durham/RTP, NC.

This position is the first shift (Monday - Friday from 7am ET - 4pm ET).

Key Responsibilities

• Own and drive the resolution of critical customer escalations with end-to-end accountability, ensuring alignment with NetApp’s strategic goals
• Conduct holistic situation appraisals and problem analyses to uncover specific customer pain points and drive resolution strategies that deliver long-term value
• Lead diverse, cross-functional virtual teams across geographies, time zones, and cultures to resolve complex technical and business challenges, ensuring alignment with organizational priorities
• Build trusted and sustained relationships with stakeholders across NetApp, customers, and partners, securing their commitment to expedite resolution and drive systemic improvements
• Act as a strategic advisor to executives, confidently managing expectations, providing actionable insights, and serving as the primary point of contact throughout the CAP engagement
• Develop and execute resolution plans that balance time, cost, and customer satisfaction, while identifying risks and implementing mitigation strategies to achieve sustainable outcomes
• Communicate effectively with multicultural, cross-functional audiences at all levels, delivering clear, concise updates in both verbal and written formats
• Simultaneously manage multiple high-impact escalations, projects, and initiatives, driving outcomes that align with NetApp’s strategic objectives
• Document processes and resolutions with precision and clarity, ensuring insights are leveraged for continuous improvement and alignment with organizational goals
• Identify systemic trends and root causes of escalations, driving improvements across “People, Processes, and Products” to enhance customer satisfaction and operational efficiency
• Lead or contribute to CAP's continuous improvement initiatives and strategic projects, aligning outcomes with NetApp’s organizational vision and goals

Job Requirements

• Be flexible and adaptable in fast-paced, volatile situations, quickly understanding escalation landscapes and adjusting to evolving changes and customer expectations
• Develop and maintain strong relationships with key cross-functional stakeholders
• Exhibit executive presence with excellent verbal and written communication skills, consistently delivering high-quality outputs
• Communicate effectively under pressure, regardless of audience or issue complexity
• Embody a "whatever it takes" attitude to remove obstacles, gain buy‑in, and convey urgency in any situation, executing tasks with efficacy, accuracy, and consistency
• Demonstrate strong situational and cross-functional leadership when managing escalations or projects and initiatives, owning and driving resolutions
• Think and act as an owner, taking initiative and personal responsibility for your own work and holding others accountable for theirs as the situation requires
• Maintain diplomacy, assurance, and calm under pressure, balancing empathy and assertiveness when conveying needs and making challenging decisions
• Embrace a growth mindset, viewing challenges as opportunities to learn and grow
• Collaborate and leverage the strengths of others to achieve better outcomes
• Foster an environment where others feel inspired to be their best selves
• Possess strong time management skills to handle multiple complex issues simultaneously across various time zones
• Holistically evaluate and clearly communicate the implications of decisions made during CAP engagements
• Learn core technical knowledge of NetApp products and solutions

Desired Experience and Education

• History of at least 8-10 years’ work experience in the high-tech industry *A combination of relevant education, training, and/or certifications, along with industry experience, may be considered instead of the required 8-10 years of work experience
• Proven record of leading globally distributed teams in support of Fortune 500 companies
• Demonstrated ability in restoring and/or maintaining trust with customers at all levels
• Extensive experience owning and resolving complex and/or critical situations
• Strong background in delivering high-quality output to executive audiences
• Skilled at influencing senior leadership and customers towards win‑win agreements for successful outcomes
• Proficiency in Microsoft 365 Suite and fundamental knowledge of storage infrastructure technologies

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.

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.