Senior Manager, AI-Powered Support Transformation

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

Job summary

NetApp is seeking a Sr. Manager, Intelligent Support Operations to reimagine how Customer Support Delivery operates in an AI-powered Customer Success organization.

This leader will shape the operating model at the convergence of business operations, AI transformation, and executive enablement, partnering with the broader AI function to align strategy and governance. It will own the rhythms, data flows, decision architectures, and performance measurement that enable CSD to sense change earlier,

Qualifications

• Bachelor's degree in Business Administration, Operations, Computer Science, Engineering, Data Analytics, Information Systems, or related field, or equivalent practical experience.
• 15+ years of progressive experience in business operations, strategy, transformation, program management, customer support, customer success, data-driven operations, or related technology functions.
• Experience leading complex, cross-functional initiatives with executive visibility and measurable outcomes.
• Demonstrated success enabling executive decision making and aligning priorities across matrixed organizations.
• Experience designing rhythm of business frameworks including cadences, forums, planning cycles, and governance.

Responsibilities

• Design and execute CSD's intelligent business operating model, including rhythm of business, leadership forums, planning cycles, governance mechanisms, and decision support processes.
• Drive AI transformation within CSD and align AI strategy, capabilities, governance, use case prioritization, adoption plans, measurement frameworks, and execution priorities.
• Define and deliver measurable business impact from AI for CSD, including customer experience, case resolution, productivity, and cost efficiency.
• Own the business performance intelligence framework, translating data into actionable insights and executive-ready narratives.
• Build and manage a transformation portfolio advancing CSD priorities, including AI-powered intelligence and automation.
• Serve as a strategic integrator for CSD leadership, connecting priorities across functions.
• Establish governance and operating mechanisms to ensure prioritized, resourced, measured, and adopted transformation work.
• Lead executive communication and strategic storytelling for CSD priorities and AI impact.
• Coach and develop team members, fostering an inclusive, high-accountability culture.

Skills

Strategic leadership

Executive collaboration

AI strategy

Change management

Communication

Stakeholder management

Education

Bachelor's degree

MBA preferred

Job description

NetApp is seeking a Sr. Manager, Intelligent Support Operations to reimagine how Customer Support Delivery operates in an AI-powered Customer Success organization.

This leader will shape the operating model at the convergence of business operations, AI transformation, and executive enablement, partnering with the broader AI function to align strategy and governance. It will own the rhythms, data flows, decision architectures, and performance measurement that enable CSD to sense change earlier,