CX Service Delivery Readiness Program Manager

  • Location:
    San Jose, California, US
  • Additional Location(s)
    Any mayor US Site
  • Area of Interest
    Business Development
  • Job Type
  • Technology Interest
    Big Data, Analytics
  • Job Id

What You’ll Do 

You will be responsible for key workstreams as part of Offer Delivery Readiness. In this role, you will work with CX stakeholders, activate a readiness plan in which to achieve the desired outcomes, and drive readiness in terms of CX roles and processes to ensure delivery of the offers. You will connect key functional stakeholders, track approval on milestones and associated tasks, and assemble gap analysis and readiness plans. You will handle key deliverables to the rhythm of the business activities including weekly staff, monthly operations updates, and quarterly leadership meetings. 

In this role, you will drive the Offer Delivery Readiness for service elements in Success Tracks ie L3 support and Business Critical Services offers, so a background service delivery is desirable. Below is a list of f the items you will be responsible for: 

  1. Create a gap analysis based on the Service Requirements Document (SRD). 

  1. Create a readiness plan based on gap analysis. 

  1. Lead working sessions with cross-functional stakeholders to execute readiness plan. 

  1. Report a holistic view of CX delivery readiness on CX Portfolio Introduction (CXPI) Track Leads meetings, CXPI Program Management, CX Development Methodology (CXDM) weekly meetings & CXDM gate reviews. 

  1. Recommend CXDM VAP approval decisions for CX readiness. 


Who You’ll Work With 

As part of the Offer Delivery Readiness team, you’ll partner with the CXDM, the CSPI team and CX operations. This team works closely with the CX business, CX development and leaders across CX, as well as with peers in CX Customer Assurance , including Sales and partners organizations 


Who You Are 

  • You are a high-energy self-starter, independent, leader who takes initiative with a program management mind set. You are results-driven with a pragmatic mind set. 

  • You can handle stress and use social know-how to get things done.  

  • You know how to handle crisis, and how to prioritize.  

  • You are very comfortable communicating and presenting to senior leaders across multiple Cisco functions. 

  • You are an influencer, this role is working across multiple disciplines, be able to communicate clearly and to the point, be assertive and interactive, and have excellent social skills. 

  • You are extremely organized and are comfortable in a rapidly changing fast paced environment 

  • Have a good understanding of the importance of process workflows and ability to map processes a plus 

  • You have 5+ yrs experience in service offers and delivery 

  • Project & program management – PMP certification a plus. 

  • Process mapping – Six Sigma certification a plus. 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 


Why Cisco 

At Cisco, each person brings their unique talents to work as a team and make a difference.  

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people. 

  • We connect everything – people, process, data and things – and we use those connections to change our world for the better. 

  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices. 

  • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities. 

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco