Lead, AI-Powered Customer Support Operations

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

Benefits offered by this job

Health Insurance

Life Insurance

Retirement or Pension Plans

Paid Time Off

various Leave options

employee stock purchase plan

restricted stocks (RSU’s)

Job summary

NetApp, Inc. is seeking a Sr. Manager, Intelligent Support Operations to redefine how Customer Support Delivery runs in an AI-powered CS organization.

You will craft the intelligent operating model, govern decision architectures, and drive AI-enabled transformation across governance, data flows, and BI systems. The role emphasizes executive storytelling, measurable impact, and collaboration with the broader AI function to improve customer experience, productivity, and cost efficiency while

Qualifications

• Bachelor's degree or equivalent practical experience.
• 15+ years of progressive experience in business operations, strategy, transformation, or related tech functions.
• Experience leading cross-functional initiatives with executive visibility and measurable outcomes.
• Strong systems thinking and organizational design capability.

Responsibilities

• Design and execute CSD's intelligent business operating model, including rhythm of business and governance.
• Drive AI transformation within CSD with governance, adoption plans, and measurement frameworks.
• Define and deliver measurable business impact from AI for CSD across customer experience, productivity, and cost efficiency.
• Own the business performance intelligence framework translating data into actionable insights and executive narratives.
• Build and manage a high-impact transformation portfolio advancing CSD priorities and AI-driven initiatives.

Skills

Executive communication

AI strategy

Program management

Leadership

Education

Bachelor's degree in Business Administration/related field

MBA preferred

Job description

NetApp, Inc. is seeking a Sr. Manager, Intelligent Support Operations to redefine how Customer Support Delivery runs in an AI-powered CS organization.

You will craft the intelligent operating model, govern decision architectures, and drive AI-enabled transformation across governance, data flows, and BI systems. The role emphasizes executive storytelling, measurable impact, and collaboration with the broader AI function to improve customer experience, productivity, and cost efficiency while