Strategic Program Manager: Process Excellence & Transformation

NetApp, Inc.; San Jose, Northern (CA, KY); Hybrid; USD 100,000 - 150,000; Full time

Job summary

NetApp, Inc. in San Jose, CA is seeking a highly motivated Program Manager to join our Customer Success organization and drive strategic business transformation initiatives across Renewals, Commerce, Customer Success, Operations, and IT.

This role blends program management, business process analysis, and process architecture to lead cross-functional initiatives that improve efficiency, data quality, and organizational effectiveness.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in Program Management, Business Operations, Business Process Management, Consulting, or related disciplines.
• Demonstrated experience leading large-scale cross-functional initiatives.
• Strong business analysis, problem-solving, and root cause analysis skills.
• Experience documenting and improving business processes, including development of As-Is and To-Be process flows.
• Experience creating project plans, executive status reports, dashboards, RAID logs, and governance frameworks.
• Strong analytical skills with the ability to leverage data to drive decisions and recommendations.
• Excellent written, verbal, facilitation, and presentation skills.
• Proven ability to influence and lead without direct authority.
• Experience working effectively in global, highly matrixed organizations.

Responsibilities

• Lead and manage complex cross-functional programs from initiation through execution and business adoption.
• Translate ambiguous business challenges into structured project plans, milestones, deliverables, and measurable outcomes.
• Establish and maintain project governance, including status reporting, risk management, dependency tracking, issue resolution, and executive communications.
• Create and maintain project dashboards, Kanban boards, scorecards, and program reporting mechanisms.
• Facilitate regular program reviews and drive accountability across stakeholders.
• Drive weekly operating rhythms, executive updates, and cross-functional decision forums.
• Investigate operational challenges by collecting and analyzing business, process, system, and operational data.
• Collaborate with stakeholders across IT, Commerce, Customer Success, Finance, Operations, and other functions to identify root causes.
• Apply structured problem-solving methodologies to evaluate solution options and provide actionable recommendations.
• Develop business cases and present data-driven recommendations to leadership teams.
• Translate business challenges into clearly defined requirements, opportunities, and improvement initiatives.
• Lead discovery sessions to understand and document end-to-end business processes across multiple organizations.
• Develop current-state (As-Is) and future-state (To-Be) process flows.
• Identify opportunities for process simplification, standardization, automation, and optimization.
• Assess upstream and downstream impacts of process and system changes.
• Partner with business and technical teams to ensure scalable and sustainable process designs.
• Drive adoption of process excellence principles and best practices across transformation initiatives.
• Document business requirements, decision logs, process maps, operating procedures, and implementation impacts.

Skills

Program management

Business operations

Business process management

Root cause analysis

Data-driven decisions

Stakeholder management

Communication skills

Influence without authority

Global matrixed organizations

Education

Bachelor’s degree

Tools

Jira

Azure DevOps

Smartsheet

Tableau

Power BI

Visio

Lucidchart

Job description

NetApp, Inc. in San Jose, CA is seeking a highly motivated Program Manager to join our Customer Success organization and drive strategic business transformation initiatives across Renewals, Commerce, Customer Success, Operations, and IT.

This role blends program management, business process analysis, and process architecture to lead cross-functional initiatives that improve efficiency, data quality, and organizational effectiveness.