Job Summary

The Customer Assurance Program (CAP) Manager serves as NetApp’s 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, Skilled 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 execut

📌 Customer Assurance Prog Mgr (Bengaluru)
🏢 NetApp
📍 Bengaluru