Senior CAP Manager – Global Escalation & Strategy

NetApp, Inc.; Morrisville (NC); Hybrid; USD 129,000 - 193,000; Full time

Job summary

NetApp seeks a CAP Manager to lead critical customer escalations with end-to-end accountability. You will drive holistic problem analyses, build partnerships across geographies, and act as a trusted strategic advisor to executives while championing continuous improvement initiatives.

This hybrid role requires strong leadership and executive communication skills. You will coordinate global teams, balance time and cost with customer satisfaction, and ensure accurate documentation and stakeholder

Qualifications

• 8–10 years of work experience in the high-tech industry.
• Proven record leading globally distributed teams in support of Fortune 500 companies.
• Ability to restore and maintain trust with customers at all levels.
• Experience owning and resolving complex and/or critical situations.
• Strong experience delivering high-quality outputs to executive audiences.
• Ability to influence senior leadership and customers toward win–win outcomes.
• Proficiency with Microsoft 365 Suite and storage infrastructure knowledge.

Responsibilities

• Own and drive escalation resolutions with end-to-end accountability.
• Lead cross-functional teams to resolve complex technical and business challenges.
• Build trusted relationships with stakeholders across NetApp, customers, and partners.
• Act as a strategic advisor to executives and primary CAP contact.
• Develop and execute resolution plans balancing time, cost, and satisfaction.
• Communicate clearly with multicultural, cross-functional audiences.
• Manage multiple high-impact escalations, projects, and initiatives.
• Document processes and resolutions for continuous improvement.
• Identify systemic trends and root causes to drive improvements.
• Lead CAP continuous improvement initiatives and strategic projects.

Skills

Executive presence

Cross-functional leadership

Strategic advisory

Executive communication

Relationship building

Problem analysis

Ownership mindset

Influencing senior leadership

Tools

Microsoft 365 Suite

Job description

NetApp seeks a CAP Manager to lead critical customer escalations with end-to-end accountability. You will drive holistic problem analyses, build partnerships across geographies, and act as a trusted strategic advisor to executives while championing continuous improvement initiatives.

This hybrid role requires strong leadership and executive communication skills. You will coordinate global teams, balance time and cost with customer satisfaction, and ensure accurate documentation and stakeholder