Sr. Manager, Intelligent 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

Own Every Moment at NetApp

At NetApp, your ideas power innovation. We lead in intelligent data infrastructure—delivering unified storage, integrated data services, and solutions that help organizations unlock the full potential of their data, from AI to multicloud.
Ready to innovate and contribute to our path to $10B? Here, you'll collaborate with passionate teams, tackle real-world challenges, and see your impact in how customers transform and grow. If you're ready to bring curiosity, creativity, and drive to every moment, NetApp is where your journey begins. Join teams that innovate to elevate, drive results, and excel together across every function.

Job Summary

The Sr. Manager, Intelligent Support Operations is a newly defined, innovation-forward leadership role responsible for reimagining how NetApp Customer Support Delivery (CSD) operates, decides, scales, and evolves in an AI-powered Customer Success organization. This role sits at the convergence of business operations, AI transformation, organizational strategy, executive enablement, and cross-functional execution. The leader will build the next-generation intelligent operating model for CSD while partnering closely with the broader Customer Success AI function to align strategy, governance, capabilities, adoption, and measurable business outcomes.

This position is not focused on simply running today's operations more efficiently; it is designed to create the operational infrastructure of tomorrow. The role will own the rhythms, frameworks, decision architectures, data flows, business intelligence mechanisms, transformation programs, and executive decision support processes that enable CSD to sense change earlier, prioritize work more effectively, embed AI into how work gets done, and deliver measurable improvements in customer experience, productivity, quality, cost efficiency, and organizational effectiveness.

Job Requirements

• Lead the design and execution of 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 while partnering with the Customer Success AI function to 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 improvements in customer experience, case resolution effectiveness, employee productivity, operational quality, automation, cost efficiency, and leadership decision velocity.
• Own the business performance intelligence framework for CSD, translating operational, financial, customer, workforce, and AI performance data into actionable insights, executive-ready narratives, and clear recommendations.
• Build and manage a high-impact transformation portfolio that advances CSD priorities, including AI-powered intelligence and automation, workflow redesign, process simplification, performance measurement, workforce readiness, and customer-to-product feedback loops.
• Serve as a strategic integrator for CSD leadership, connecting priorities across functions within and outside the team.
• Establish governance, accountability, and operating mechanisms that ensure transformation work is prioritized, resourced, measured, communicated, and delivered with sustained adoption and business value.
• Lead executive communication and strategic storytelling for CSD operating priorities, transformation progress, AI business impact, and decision points for senior leadership audiences.
• Manage, develop, and empower team members as appropriate, setting clear goals, coaching performance, building capability, and fostering an inclusive, high-accountability culture.
• Demonstrate strong change leadership, systems thinking, analytical judgment, stakeholder management, executive presence, and ability to operate effectively in a complex, matrixed, global technology environment.

Education and Experience

• Bachelor's degree in Business Administration, Operations, Computer Science, Engineering, Data Analytics, Information Systems, or a related field, or equivalent practical experience, is required.
• 15+ years of progressive experience in business operations, strategy, transformation, program management, customer support, customer success, data-driven operations, or related technology functions is required.
• Experience leading complex, cross-functional initiatives with executive visibility, measurable business outcomes, and sustained organizational adoption is required.
• Demonstrated success operating at the strategic center of a leadership team, enabling executive decision making, managing organizational priorities, and driving alignment across complex, matrixed organizations is required.
• Experience designing and owning rhythm of business frameworks, including operating cadences, leadership forums, planning cycles, decision mechanisms, and business review architectures is required.
• Strong systems thinking and organizational design capability, with the ability to see organizations as intelligent, adaptive systems and design operating models accordingly, is required.
• Exceptional executive communication and strategic storytelling skills, including the ability to translate operational and technical complexity into leadership clarity and compelling business narratives, is required.
• Experience with AI-enabled operations, intelligent automation, predictive analytics, AI-powered decision support, generative AI workflows, business intelligence, or digital transformation is strongly preferred.
• Familiarity with agentic AI, large language models, intelligent automation platforms, AI governance frameworks, enterprise technology, cloud infrastructure, data management, or AI-powered operational intelligence tools is preferred.
• An MBA, advanced degree, or certification in program management, change management, Lean Six Sigma, design thinking, analytics, or AI-related disciplines is preferred.

Compensation

The target salary range for this position is $180,000-$205,000. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. The range is based on 'On Target Earnings’ (OTE) representing the total potential earnings, which is the sum of the base salary and potential commission earned when performance targets are achieved. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off, various Leave options, employee stock purchase plan, and/or restricted stocks (RSU’s). These offerings are subject to regional variations and governed by local laws, regulations, and company policies. We will provide detailed information about the specific benefits for your region during the recruitment process.

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Equal Opportunity Employer

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

Why You'll Thrive at NetApp

At NetApp, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.

NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.

Our culture

We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.

If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one.

AI Disclosure

For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support—rather than replace—human decision-making.