Sr. Manager, Digital & AI Success

About the role

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.

Responsibilities

• Strategic AI Identification & Prioritization
  • 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
• Requirement Architecture & Design
  • 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
• IT & Engineering Orchestration
  • 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
• Roadmap & Value Realization
  • 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

Requirements

• Typically requires 12+ years in Product Management, Business Analysis, or Digital Strategy roles that sit between Business and Tech
• 5+ years of relevant people management experience with direct reports required
• 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 Ramp, Journey Analytics
• High "Technical Translation" ability in taking complex Customer problems and turning them into logic-based requirements

Qualifications

• Education typically requires a Bachelor's degree in Computer Science, Business Administration, or a related field
• Experience typically requires 12+ years in Product Management, Business Analysis, or Digital Strategy roles

Skills

• Strategic thinking and problem-solving
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities and deadlines
• Strong analytical and organizational skills
• Experience with AI and machine learning concepts
• Experience with IT and engineering orchestration

Benefits

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Pay

The target salary range for this position is 170,000 - 253,000 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.

Schedule

Most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Equal Opportunity Employer

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status and any other protected classification. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.