Head, AI-Driven Support Operations

NetApp; Morrisville (NC); Hybrid; USD 180,000 - 205,000; Full time

Job summary

NetApp seeks a Sr. Manager, Intelligent Support Operations to reimagine how Customer Support Delivery operates in an AI-powered environment. You will lead strategic initiatives, governance, and executive decision support to drive measurable business impact.

The role focuses on building tomorrow's operating infrastructure, owning rhythms of business, data flows, and transformation programs with a cross-functional, global perspective. Hybrid work is expected.

Qualifications

• Bachelor's degree in related field or equivalent practical experience.
• 15+ years in business operations, strategy, transformation, or tech functions.
• Experience leading cross-functional initiatives with executive visibility and adoption.
• Proven ability to enable executive decision making across matrixed organizations.
• Experience designing rhythm of business frameworks, operating cadences and governance.
• MBA or related certifications preferred.

Responsibilities

• Design and execute CSD's intelligent operating model, including governance and leadership forums.
• Drive AI transformation within CSD with adoption plans, governance, and metrics.
• Define and deliver measurable business impact from AI for CSD (customer experience, productivity, quality).
• Own the business performance intelligence framework translating data into insights and narratives.
• Build and manage a transformation portfolio including AI-powered automation and redesign.
• Lead executive communications and strategic storytelling for CSD priorities.

Skills

AI transformation

Executive communication

Systems thinking

Change leadership

Data-driven operations

Education

Bachelor's degree or equivalent

Tools

BI platforms

AI governance frameworks

Job description

NetApp seeks a Sr. Manager, Intelligent Support Operations to reimagine how Customer Support Delivery operates in an AI-powered environment. You will lead strategic initiatives, governance, and executive decision support to drive measurable business impact.

The role focuses on building tomorrow's operating infrastructure, owning rhythms of business, data flows, and transformation programs with a cross-functional, global perspective. Hybrid work is expected.