Portfolio Transformation Manager

Job Summary
The Portfolio Transformation Manager is responsible for driving execution, governance, analytics, and operational management of strategic transformation initiatives across the Customer Success Portfolio Organization (CSO). This role partners closely with portfolio leaders and cross-functional stakeholders to ensure transformation objectives are executed effectively, measured consistently, and aligned to business priorities.
The ideal candidate combines strong program management, business operations, analytical, and stakeholder management skills to support major initiatives in Support, Customer Success, and Professional Services modernization, AI-enabled business transformation, and other cross-CSO strategic programs.
This is a hybrid role located in either our San Jose, California headquarters or our Research Triangle Park, North Carolina office, with an expectation to be in the office three days per week. At this time, we are not offering relocation or relocation assistance.
Key Responsibilities
Transformation Execution & Program Management
Drive day-to-day execution of strategic transformation initiatives and cross-functional programs.
Develop and maintain program plans, milestones, dependencies, and deliverables to ensure successful execution.
Coordinate activities across Product, Customer Success, Support, Professional Services, Sales, Finance, Operations, and IT teams.
Identify execution risks and escalate issues that may impact committed outcomes.
Governance & Performance Management
Manage transformation governance processes, including action tracking, decision logs, dependency management, and risk management.
Maintain OKRs, KPIs, executive scorecards, and portfolio performance dashboards.
Track progress against strategic objectives and highlight areas requiring corrective action.
Support executive reviews, business reviews, and leadership reporting processes.
Business Analytics & Strategic Insights
Analyze portfolio performance, financial results, customer metrics, operational data, and business trends.
Develop actionable insights and recommendations that support leadership decision-making.
Create executive-level presentations, business cases, and strategic reports.
Support annual planning, quarterly planning, prioritization exercises, and portfolio reviews.
Cross-Functional Collaboration
Partner with stakeholders across the organization to drive alignment and execution of transformation priorities.
Facilitate communication and coordination between workstreams to ensure consistent execution.
Support readiness activities for major launches, pilots, and organizational initiatives.
Help drive adoption of new processes, tools, and operating models.
Continuous Improvement & Operational Excellence
Support Voice of Customer initiatives and customer feedback analysis.
Identify opportunities to improve business performance through process optimization, automation, and AI-enabled capabilities.
Drive operational improvements that improve efficiency, visibility, and execution discipline.
Measure and communicate realized benefits from transformation initiatives.
NetApp Community Engagement
Lead the strategy, governance, and continuous evolution of the NetApp Community, ensuring alignment with Support, Customer Success, and self-service experience objectives.
Drive community adoption, engagement, and customer advocacy through cross-functional collaboration with Product, Support, Professional Services, Marketing, and partner teams.
Manage community performance, platform enhancements, content strategy, and customer feedback insights to improve digital customer experiences and inform portfolio priorities.
Qualifications
Required
5-8 years of experience in program management, strategy, business operations, consulting, portfolio management, or related fields.
Experience leading cross-functional initiatives in complex organizational environments.
Strong analytical, problem-solving, and communication skills.
Experience building executive presentations, dashboards, KPIs, and business reporting.
Proven ability to influence stakeholders without direct authority.
Demonstrated project and program management experience.
Preferred
Experience supporting transformation, business operations, PMO, or strategy functions.
Experience with OKR, KPIs frameworks, portfolio governance, and executive reporting.
Experience leveraging data analytics, business intelligence, and AI-enabled tools.
Knowledge of enterprise technology, customer success, professional services, or support organizations.
Experience managing customer communities, digital engagement platforms, Voice of Customer initiatives, including governance, adoption metrics, vendor management
Compensation:
The target salary range for this position is [[cust_CO_Salary_Text]]. 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.