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.