Program Manager - Business Process & Program Excellence

Job Summary

NetApp 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 combines the skills of a Program Manager, Business Process Analyst, and Process Architect. The successful candidate will be responsible for leading complex, cross-functional initiatives that improve operational efficiency, business processes, data quality, and organizational effectiveness. The ideal candidate thrives in ambiguity, possesses strong analytical and problem-solving capabilities, and can effectively partner across multiple organizations to identify root causes, evaluate solution options, and drive execution. This role requires strong leadership presence, data-driven decision-making, excellent communication skills, and the ability to influence without authority across a matrixed global organization.

***This role is based in San Jose, CA, and requires a minimum of three days per week onsite***

Key Responsibilities

Program Leadership & Execution

• 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. Business Analysis & Problem Solving
• 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. Business Process Architecture & Process Excellence
• 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. Stakeholder Management & Communication
• Build trusted relationships across business and technical organizations.
• Facilitate cross-functional discussions that drive clarity, decisions, and alignment.
• Communicate complex issues, risks, options, and recommendations in a concise and executive-ready manner.
• Influence stakeholders and drive progress within a highly matrixed environment.
• Support geographically distributed teams and collaborate effectively across multiple time zones. Data-Driven Decision Support
• Leverage data to identify issues, validate assumptions, quantify business impact, and support recommendations.
• Create dashboards, scorecards, and executive summaries that enable informed decision-making.
• Present findings and recommendations with clear data-backed rationale.

Minimum 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.

Preferred Qualifications

• Experience within SaaS, Subscription, Renewals, Customer Success, Sales Operations, Commerce, or Quote-to-Cash environments.
• Experience working with enterprise business systems and transformation initiatives.
• Familiarity with Agile, Scrum, Lean, Six Sigma, and other business process modeling methodologies.
• Experience with Figma, Jira, Azure DevOps, Smartsheet, Tableau, Power BI, Visio, Lucidchart, or similar tools.
• Experience supporting UAT, business readiness, change management, and operational adoption.
• PMP, Scrum Master, Lean Six Sigma, or Business Process certifications are highly desired.

Success Profile

The ideal candidate is:

• A structured problem solver who enjoys tackling complex business challenges.
• A process-oriented thinker who naturally looks for opportunities to simplify and improve.
• A data-driven decision-maker who can translate analysis into business recommendations.
• A strong communicator with the confidence to engage senior leaders and cross-functional teams.
• A proactive program manager who can bring order and execution discipline to ambiguous initiatives.
• A collaborative leader who builds trust and drives alignment across organizations.
• Adaptable, resourceful, and comfortable working in a fast-paced global environment.
• Comfortable working across multiple time zones to drive outcomes and remove barriers.

Compensation:

The target salary range for this position is 100,300 - 149,600 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. 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, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.