Global CAP & Escalation Leader (Hybrid)

NetApp, Inc.; Morrisville (NC); Híbrido; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

NetApp is seeking a CAP Manager to advocate for customers and drive resolution of high-impact escalations. You will lead cross-functional virtual teams across geographies, act as a strategic advisor to executives, and own end-to-end outcomes.

This hybrid, first-shift role offers collaboration across NetApp offices and opportunities to improve processes and customer satisfaction within the organization.

Formación

• History of at least 8-10 years’ work experience in the high-tech industry.
• 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.

Responsabilidades

• 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

Conocimientos

Customer advocacy

Leadership

Executive communication

Cross-functional collaboration

Problem solving

Stakeholder management

Global teams

High-pressure situations

Adaptability

Herramientas

Microsoft 365 Suite

Descripción del empleo

NetApp is seeking a CAP Manager to advocate for customers and drive resolution of high-impact escalations. You will lead cross-functional virtual teams across geographies, act as a strategic advisor to executives, and own end-to-end outcomes.

This hybrid, first-shift role offers collaboration across NetApp offices and opportunities to improve processes and customer satisfaction within the organization.