Business Operations Manager, Customer Experience

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  • Location:
    Offsite, San Jose, California, US
  • Area of Interest
    Business Strategy and Operations
  • Compensation Range
    103700 USD - 169300 USD
  • Job Type
    Professional
  • Technology Interest
    Software Development
  • Job Id
    1439629

Who We Are: 

Cisco's Customer Experience (CX) team is one of the company's fastest-growing groups, dedicated to creating outstanding digital experiences for our customers and partners wherever they interact with Cisco. The CX Platform is designed to meet the diverse needs of this team, utilizing cutting-edge technologies like advanced artificial intelligence to enhance customer success. We are at the forefront of using modern, cloud-based technologies that keep us flexible and responsive in a rapidly changing market. As leaders in our field, CX helps customers get the most value from their Cisco experience, ensuring quick and impactful results. We are committed to delivering high-quality work promptly, making informed decisions based on data, and maintaining transparency, all while taking responsibility and ownership of our actions.


Who You Are: 

You are adept at navigating ambiguity and complexity, showcasing a flexible approach when managing competing priorities and deadlines. Your inquisitive mind drives innovative thinking and approaches, allowing you to plan, build, and deliver effective communications. With experience working across multiple time zones and countries, you bring a global perspective to your role. Your critical thinking and deductive reasoning skills, combined with strong analytical capabilities, enable you to collect and analyze data effectively, identifying leading or lagging indicators and pinpointing specific problem areas.


What You'll Do

An opportunity to drive business impact and develop collaboration and expertise for a global community of Cisco professionals. You will be accountable for the business analytic and insights strategy, development and delivery that will drive decision making and represent the status of the business. In this role you will analyze and provide day to day metrics to drive employee behaviors and insights, member trends and find opportunities for future improvements.

Responsibilities include:

·       Track and manage travel requests to ensure timely approvals and compliance.

·       Collaborate with finance operations to follow up and process budget requests effectively.

·       Oversee hiring management tasks, including tracking requisition approvals, monitoring openings, and updating hiring status.

·       Coordinate contractor Statement of Work (SOW) renewals and manage onboarding processes.

·       Monitor training compliance to ensure team adherence to organizational requirements.

·       Manage and track allocations for Connected Recognition and Achievement programs.

·       Support miscellaneous program and operational tasks as needed to ensure smooth team operations.

 

Minimum qualifications:

  •         4 years experience within a business operations role supporting an engineering team.
  •        1 year or more managing hiring activities by tracking requisition approvals, monitoring open roles, and maintaining visibility into hiring status updates.
  •        Experience working within Cisco's procurement processes, including purchase order management, vendor onboarding, and budget tracking.
  •        Experience managing reports for employee programs, such as training and employee recognition.
  •        A minimum of 1 year of experience performing data analysis using Excel, including creating and working with pivot tables to organize and interpret large datasets

Preferred qualifications:

  • Consistently achieves goals and meets deadlines through self-directed initiative and accountability
  • Proficient in the following software tools: Microsoft Forms, Excel, Word, PowerPoint
  • Demonstrated ability to work independently in a fast-paced environment, managing multiple priorities with a high sense of urgency to meet deadlines.
  • Business leadership skills including financial reporting, performance reporting, communications, issues/risks/actions management, data analysis and other key business abilities.
  •  Bachelors degree in business administration or similar field


#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco



Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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