Manager, NGS Programs (Content Operations)

About the role

NetApp is looking for a hands-on Manager, Content Operations to lead and execute Knowledge Management (KM) initiatives across the Customer Success Organization (CSO). The role suits someone who balances people leadership, project management and individual contribution, and who is comfortable doing the work while guiding a team. It also covers AI-related content enablement and quality improvement.

Key responsibilities

• Lead and manage KM-related projects across the CSO, partnering with stakeholders to turn their knowledge needs into scalable content solutions.
• Act as a player-coach: contribute directly to content operations while leading and mentoring a team.
• Develop project plans, timelines, workflows and resource allocation, and create standardized templates and content structures.
• Improve content quality, consistency, findability and usability, and establish best practices in technical writing, content governance and publishing.
• Support AI-related content initiatives, including content readiness, quality improvements, metadata and tagging approaches.
• Guide content formats, including documentation, process content and video-based knowledge assets, with a working understanding of video planning, scripting and production.
• Track project progress, risks and dependencies, and drive continuous improvement in KM processes and tools.

Required profile

• 6-8 years of experience in knowledge management, content operations, technical documentation, content strategy or a related field.
• 2 years of people management or team leadership experience.
• Experience with internal knowledge bases, help centers, documentation platforms or content management systems.
• Experience supporting Customer Success, Support, Services or Enablement organizations.
• Exposure to AI-related content programs such as content optimization for AI search, generative AI readiness, metadata improvements or quality scoring.

Required skills

• Technical writing principles, content organization and audience-focused documentation.
• Familiarity with taxonomy, information architecture and content lifecycle management.
• Analytics and content performance metrics to guide decisions.
• Strong stakeholder management and written and verbal communication.

The company describes a hybrid working environment, with in-office expectations shared during recruitment. Applications are submitted only through the company website.