Senior Manager - Intelligent Support Operations

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, are 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.