Job Summary

As a Customer Success Operations (CSO) Program Manager, you lead complex cross-functional projects and programs to contribute to operational improvements, introduce new products and services, and support NetApp strategic goals. The ideal candidate will possess a unique blend of leadership, strategic thinking, and operational expertise. This role is critical in driving the success of our business operations through effective program management, process optimization, and cross-functional collaboration.

Senior level proficiency in data reporting, data analytics (Power BI or similar tools), and MS Office Suite skills are critical to this position.

This role requires an innovative thinker who is highly adaptable, embraces new opportunities, and is comfortable working independently or with teams toward common goals. As you grow in this role, you will learn how each component of CSO contributes to the post-sales customer journey. You will collaborate with cross-functional teams including Digital Support, Professional Services, Account Management, Customer Support, Global Renewals, Product Engineering, and Sales to improve operating methodologies resulting in an exceptional customer experience and positive results for NetApp.

• Develop, implement, and manage cross-functional projects aligning with NetApp's strategic goals
• Lead and oversee multiple projects, ensuring timely delivery within scope and budget
• Provide leadership, fostering accountability, collaboration, and continuous improvement
• Collaborate with senior leadership and stakeholders to define project scope, goals, and deliverables
• Utilize project management methodologies to track progress, identify risks, and take corrective actions
• Conduct regular project status meetings and provide comprehensive updates to stakeholders and executives
• Make effective decisions to progress projects and manage risks
• Implement training, process documentation, and internal marketing for change management
• Identify and implement performance measures, analyze data, and drive next steps
• Act as a liaison between business units and technology teams for seamless communication and alignment
• Serve as an effective change leader

• Proven track record leading cross-functional teams to collaborate, influence, and negotiate successful outcomes
• Extensive experience developing project plans, determining success criteria, and executing effectively
• Proven ability to set and meet deadlines, work independently, and proactively engage others when needing assistance
• Exceptional communication and interpersonal skills, with the ability to influence and build alignment at all levels of the organization
• Excellent problem-solving and organizational skills
• Customer-centered mindset focused on continuous improvement
• Ability to accommodate working global time zones; early morning, evening, and weekend meetings are sometimes required
• Proven ability to lead and motivate teams, driving high levels of performance and engagement
• Ability to easily travel to a US-based NetApp office as required and in alignment with NetApp's policy

• 8+ years of experience in project management and leading cross-functional project teams to successful outcomes
• Knowledge of customer post-sales lifecycle, tools, processes, and measuring success through metrics
• Experience with process design, documentation, training, and change management
• Strong data reporting, data analytics (Power BI, Tableau), and well-versed across the MS Office Suite, with the ability and comfort level to present to C-Suite audiences
• Strong understanding of project management methodologies and tools, such as Agile, Scrum, or PMP certification.
• Excellent analytical and problem-solving skills, with the ability to make data-driven decisions
• Experience with process improvement methodologies, such as Lean, Six Sigma, or Kaizen, is a plus