Sr. Manager, Digital & AI Success

NetApp, Inc.•Wichita, KS

4d•$215,900 - $338,800

About The Position

You will be the primary architect of the "Digital & AI Success experience” across the post-sales customer lifecycle. Acting as the strategic bridge between the Customer Success organization and IT, you will identify high-impact opportunities for AI integration, translate those into functional requirements, and ensure the IT delivery teams build solutions that drive real value for our customers.

Requirements

Typically requires 15+ years in Product Management, Business Analysis, or Digital Strategy roles that sit between Business and Tech
Strong conceptual understanding of LLMs, Machine Learning, and Data Workflows
Proven track record of delivering enterprise-scale digital transformation initiatives
Strong technology acumen: Open AI, Cloud CX solutions, Omni-Channel Strategy, Customer & Journey Analytics

Responsibilities

Proactively identify where AI, Generative AI, and automation can solve customer friction points (e.g., automated onboarding, predictive support, or intelligent self-service)
Define the expected ROI and customer impact for every proposed AI initiative
Take high-level business goals from the Senior Director and break them down into detailed Business Requirement Documents (BRD) and User Stories
Work with UX/UI designers and IT architects to ensure the "Digital Journey" feels seamless, not robotic
Serve as the "Voice of the Customer" within IT sprint cycles. You are the person IT looks to for clarification on priority and functionality
Lead refinement sessions with engineering teams to ensure technical specifications align with the original Customer Success vision
Manage the digital backlog, balancing "quick wins" with long-term infrastructure plays
Establish the KPIs for AI initiatives and report back to leadership on whether the solution is successfully delivering the intended value