Global Customer Escalation & Advocacy Lead

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

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