Program Manager - Business Process & Program Excellence

NetApp, Inc.•San Jose, CA

4d•$100,300 - $149,600•Hybrid

About The Position

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

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.