Director, Customer Delivery (CXC)

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
  • Job Id

Who We Are

Cisco’s Customer Experience (CX) organization is one of Cisco’s fastest growing teams, and the CX Centers organization applies technical excellence to simplify digital transformations for customers, delivering best-in-class solutions and support experiences through our extraordinary people and technology.

We are a diverse organization that delivers Technical Support Services, Customer Success, Professional Services and Optimization Services at scale, while solving some of the most sophisticated challenges for Cisco’s global Customers and Partners across the Onboard, Implement, Use, Engage, Adopt and Optimize stages of the Customer Lifecycle.

This opportunity is for the role of a Director to manage a team based in RTP and report to the Sr Director, CX Centers RTP Site Lead.

What You'll Do

Make CX customer’s #1 choice: Accountable for setting and delivering consistent and best quality outcomes to customers, partners and Cisco Stakeholders. Customers of the future will be driven by best-in-class customer experience and you will be at the forefront of leading and driving Cisco CX in becoming customer’s #1 choice powered by Cisco’s insights, digital capabilities and intellectual capital

Operational Excellence at Scale: Drive successful delivery and execute on global delivery methodology, readiness and portfolio to drive continuous delivery efficiency through innovation and relentless automation. Implement strategic changes to delivery process, workflow, tools and automation across all delivery types partnering with our global organizations. Drive and manage delivery capacity and capabilities to meet business and customer needs. Ensure delivery readiness for New product introduction and relevant cross architecture/technology incubation and acquisition integration

Manage and Develop a diverse and inclusive talent pool. Lead the organization in active listening and career development with a comprehensive focus on building diverse, role-relevant technical, business and leadership skills. Ensure right level of skills (Technical and People), expertise and capacity exist to support the business. Drive CX in identification and development of capabilities and skills of the future.

Industry and Professional Engagements: Build strategic relationships via participation in external conferences and professional/technical development events to energize the Cisco Customer Experience brand and build perspective and expertise. Participate in Cisco’s Local Leadership forums to develop & represent Cisco’s brand.

Accelerate Employee Engagement: Lead and execute talent strategy to Attract, Develop and Retain a diverse talent pool. Drive business impact by being a diverse and broad leader who actively engages and motivates employees and business partners in ways that makes them feel welcomed, valued, respected and heard.

Interlocks and Partner management: Drive interlocks with cross-functional teams like Engineering, IT, Sales, Operations, Product Management, Marketing, CX Theatres and Architecture teams. Build partnership with Engineering team in delivering high quality products, increased serviceability and improve overall customer experience. Key stakeholders include TAC Engine, CX Theatres, Engineering Escalation teams, Sales and Partners teams.

Who You Are

  • Inclusive, Strategic and insightful leader with a perspective of delivering excellent customer outcomes.
  • Ability to develop a vision and differentiated strategies that position the organization for long-term success.
  • Significant large team management experience with a Solid understanding and experience of services and its future
  • Demonstrated awareness and understanding of diverse perspectives in order to drive efficiency.
  • Talent for mentoring and developing a robust team and building pipeline of talent and building diverse teams with varied strengths by using innovative ways with tangible actions to attract, retain, develop, and engage people.
  • Ability to break down barriers to collaboration and partnership, in a global and highly sophisticated environment.
  • Success in a high tech, customer centric culture while creating an environment where employees thrive.
  • You have experience leading projects and strategic programs to achieve on-time, high-quality deliverables and have the ability to solve highly sophisticated issues, track metrics, manage deadlines, and drive superior results.
  • You excel at identifying risks and subsequent mitigation strategies and are comfortable inspiring change management motions by using advanced analytical judgment to think beyond existing solutions.
  • Strength in engaging business leaders across multiple lines of business and regions to create and coordinate outcomes that are always on-time and of the highest quality.
  • Ability to handle ambiguity, and finding solutions and scaling them at global level (bringing visibility to best practices) and the ability to influence team members and Customers.
  • The role requires financial and operational foresight to enable the development and execution of business cases and also involves handling a broad range of critical issues.
  • You are a good listener, receptive to suggestions, focused on applying an objective perspective, and highly collaborative and have the ability to negotiate and influences decisions of senior executives and/or major

Who You'll Work With

As a core member of the CX Centers RTP leadership team, you will work cross-functionally with the Global CX Centers leadership team, CX Operations, Product Management, Customer Success, and more. Our teams are comprised of more than 6,700 people across the Americas supporting Technical, Professional, and Strategic Services.

We are the voice of the customer, solving some of their most critical challenges and delivering best-in-class solutions and support experiences through our extraordinary people and technology. We are the reason customers choose Cisco products.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning 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 and give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart! Because without diversity of thought and a commitment 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. Pop culture geek - Many of us are. Passion for technology and world changing? Be you, with us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Cisco Covid-19 Vaccination Policy
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 requires all new hires to be fully vaccinated against COVID-19 in the U.S., 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.