Establish Global Standards & Governance: Define, maintain, and govern global case-handling standards, severity definitions, entitlement rules, and operational policies to drive consistency and accountability across all operating regions.
Drive Continuous Operational Improvement: Analyze quality findings, post-mortems, CSAT/DSAT signals, and performance metrics to identify systemic gaps and deploy targeted process, tooling, or behavioral enhancements. Identify gaps, align regional stakeholders, and measure adoption.
Enable Communication, Change, & Adoption: Develop communication and change strategies for operational changes. Craft clear executive updates, decision frameworks, and change management strategies—including manager enablement and training—to ensure global teams effectively adopt and sustain operational shifts.
Manage Commitments & Corrective Actions: Own the global register of Technical Services commitments from post-mortems and operational reviews. Assign owners and due dates, track evidence and aging, remove blockers, escalate risk, and report status. Partner with incident/RCA owners without taking over their work.
Quality: Improve case-audit compliance, QA rubrics, calibration, DSAT action tracking, and coaching follow-through. Turn findings into targeted actions and verify impact.
WHAT YOU BRING
Experience: 8+ years in program management, technical or service operations, business operations, process excellence, or a related field. Bachelor’s degree in business, operations, engineering, information systems, or a related discipline—or equivalent relevant experience.
Enterprise Program Leadership: Proven ability to independently lead complex, cross-functional programs from problem definition through implementation, adoption, and measurable outcomes. Skilled in defining scope, milestones, governance, resources, dependencies, risks, decisions, and success measures.
Operational & Analytical Excellence: Ability to translate operational data, customer signals, quality findings, case-audit results, QA rubrics, post-mortems, feedback, and launch reviews into practical standards, policies, tooling, and behavior changes. Experienced in measuring adoption and verifying sustained impact.
Change Leadership & Adoption: Experience developing executive communications and change strategies; enabling managers; coordinating training and feedback mechanisms; assessing readiness; tracking adoption; and adjusting plans based on results.
Cross-Functional Influence: Strong strategic judgment, executive presence, communication, and facilitation skills, with the ability to influence senior leaders and align regional and cross-functional teams without direct authority in ambiguous, fast-paced environments.
Execution & Accountability: Strong discipline in managing risks, issues, dependencies, and corrective-action registers. Able to assign owners and due dates, track evidence and aging, remove blockers, escalate risk, and drive accountable closure.
Relevant Domain Experience: Experience in enterprise technology, technical support, customer support, or global services. Familiarity with case-management, workflow, knowledge, or AI-enabled support tools; AI transformation; release readiness; serviceability; portfolio/VSEM management; or structured change practices is preferred.
Preferred Certifications: PMP, Prosci, Lean/Six Sigma, or a comparable certification is preferred.
Location: We are primarily an in-office environment and therefore, you will be expected to work from the Lehi or North Carolina office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.
#LI-ONSITE
This range is our good faith estimate of the base pay we reasonably expect to pay for this position upon hire, as of the date of this posting. Actual base pay within this range will depend on job-related factors such as skills, experience, qualifications, and work location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.
This role may be eligible for incentive pay and/or equity.
There is no application deadline and we accept applications on an ongoing basis until the job is filled.
The annual base salary hiring range is
$120,600—$167,200 USD
WHAT YOU CAN EXPECT FROM US
Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
Team: We build each other up and set aside ego for the greater good.
And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. Check out http://benefits.everpuredata.com/ for more information.
ACCOMMODATIONS AND ACCESSIBILITY
Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you’re invited to an interview.
OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM
We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.
Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.
Join us and bring your best.
Bring your bold.
Pure and simple.
