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Customer Assurance Prog Mgr
Job Location:
Monthly Salary:
Posted:
17 September 2026 (Yesterday)
Posted:
Application Deadline:
15 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Job Summary
The Customer Assurance Program (CAP) Manager serves as NetApps highest level of customer advocacy and escalation management leading the resolution of critical customer situations when standard support channels are no longer sufficient. As a trusted advisor this role is responsible for restoring and maintaining customer confidence by driving complex issue resolution influencing cross-functional teams and managing executive-level communications.
Working across global teams the CAP Manager owns escalations from initiation through resolution balancing customer needs with business objectives while identifying opportunities for continuous improvement. The role also contributes to strategic initiatives that strengthen customer support quality improve operational processes and drive organizational change across people processes and products.
Jon Responsibilities
Customer Escalation & Advocacy
- Own and drive the resolution of critical customer escalations with end-to-end accountability.
- Conduct comprehensive situation assessments to understand customer concerns business impact risks and resolution requirements.
- Develop and execute resolution plans that balance customer satisfaction business priorities timelines and costs.
- Serve as the primary point of contact for executive stakeholders throughout complex customer engagements.
- Restore and maintain customer trust through effective communication transparency and advocacy.
Cross-Functional Leadership
- Lead global cross-functional virtual teams across multiple geographies functions and time zones.
- Influence stakeholders and drive alignment across Engineering Support Sales Product Management Professional Services and Leadership teams.
- Facilitate collaboration and remove obstacles to accelerate issue resolution.
- Drive accountability and ownership across all teams involved in customer engagements.
Executive & Stakeholder Management
- Build trusted relationships with executives customers partners and internal stakeholders.
- Provide executive-level updates action plans risk assessments and recommendations.
- Manage expectations and communicate effectively during high-pressure situations.
- Facilitate decision-making by clearly articulating business impacts and potential outcomes.
- Continuous Improvement & Strategic Initiatives
- Identify recurring trends root causes and systemic issues impacting customer experience.
- Drive improvement initiatives focused on enhancing support quality operational effectiveness and customer satisfaction.
- Lead or contribute to strategic projects and transformation initiatives across the business.
- Document lessons learned best practices and operational improvements to strengthen organizational capabilities.
Operational Excellence
- Manage multiple high-priority escalations projects and initiatives simultaneously.
- Maintain accurate documentation and ensure clear communication throughout engagement lifecycles.
- Monitor progress identify risks and implement mitigation strategies.
- Drive measurable outcomes aligned with NetApps customer success objectives.
Job Requirements
Experience
- 8 years of experience in the technology industry customer success escalation management support operations program management or related functions.
- Proven experience leading complex customer escalations and critical business situations.
- Demonstrated success managing globally distributed cross-functional teams.
- Experience supporting enterprise and Fortune 500 customers.
- Strong track record of influencing senior leaders and driving successful outcomes.
- Experience restoring and maintaining customer trust during high-impact situations.
Skills & Competencies
- Strong customer advocacy and relationship management skills.
- Exceptional leadership collaboration and stakeholder management abilities.
- Ability to influence executives and cross-functional teams without direct authority.
- Strong problem-solving analytical and decision-making capabilities.
- Excellent verbal and written communication skills with executive presence.
- Ability to remain calm decisive and effective under pressure.
- Strong project management and organizational skills.
- Growth mindset with a passion for continuous improvement and operational excellence.
- Ability to manage multiple priorities across global teams and time zones.
- Strong diplomacy negotiation and conflict-resolution skills.
Technical Knowledge
- Fundamental understanding of enterprise storage infrastructure technologies.
- Proficiency with Microsoft 365 and productivity tools.
- Ability to quickly develop knowledge of NetApp products solutions and support processes.
Education
- Bachelors degree or equivalent combination of education certifications and relevant industry experience.
- Additional certifications or advanced qualifications are considered a plus.
Required Experience:
Manager
About Company
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