CX TAC Engine Portfolio Lead

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1376119

What You'll Do 
 
Strategy, Governance, Optimization (SGO) Team, within TAC Engine. Responsible for helping drive global TAC excellence and planning across aspects of cross-technology delivery, working with the Regional CX Center delivery teams and other key partners. Accountable for Offer Readiness, working closely with CX Product Management and Offer Readiness teams to scope new technical support offer and ensure clear differentiation of delivery based on support portfolio. Drives key business partnerships with relevant Business Functions, ensuring a flawless approach for ongoing TAC process improvement and offer delivery readiness.  
 
Who You'll Work With 
 
As Portfolio Manager within TAC Engine, you’ll be working with a wide range of influential leaders across Cisco's business groups and be building global partnerships with CX Centers, CX Product Management, Service Sales, TAC Engine TG leaders, and Delivery and leaders, helping drive the successful growth in shifting services portfolio.  
 
Who You Are 
 
An influential thought leader, used to working in a multi-functional environment and managing relationships across the business. Results-focused, you will be a role model for CX culture and able to deliver operational excellence whilst driving groundbreaking change. 
 
Desired Skills 
 
This is a meaningful role helping transform Customer Experience’s Technical Support (TAC) strategy for years to come. This role requires the ability to innovate, translate strategy to execution, phenomenal interpersonal skills and multi-functional collaboration with key leaders to ensure effective execution of business outcomes. 

 
* Prior experience delivering in customer technical support team or deep knowledge of the technical support field 
* Awareness of Cisco services portfolio and business processes for enabling customer support with a technology and product focus 
* Strong interpersonal skills including proven track record to collaborate and influence leaders. 
* Ability to identify and develop plan to remove roadblocks that stand in the way of successful project completion. 
* Strong business planning and business operations skills 
* Outstanding analytical thinking and problem-solving skills 
* Highly skilled in verbal and written communication skills 
* Self-starter, ability to work independently 
* Fun, highly upbeat personality; great teammate that works well in a fast-paced environment with expectations to deliver high-impact value to the company. 
 
Minimum Qualifications 
 
* Technical Support industry knowledge and technical orientation 
* relevant work experience of driving progressive change 
* Consistent track record of leading sophisticated, critical initiatives 
* Process and systems knowledge 
* Highly effective communicator 
 
Why Cisco 
 
#WeAreCisco, where each person is outstanding, but we bring our talents to work as a team and make a difference powering an inclusive future for all. 
 
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box! 
 
But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) 
 
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, ambitious steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. 
 
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Social media trends enthusiast? Many of us are. Passion for technology and world changing? Be you, with us!

Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

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