Federal Operations Manager

Apply
  • Location:
    Annapolis Junction, Maryland, US
  • Area of Interest
    Information Technology
  • Compensation Range
    115100 USD - 150200 USD
  • Job Type
    Professional
  • Technology Interest
    Portfolio
  • Job Id
    1442993

Cisco Workspace for Government Team helps drive consumption and adoption of software services in the US Federal Government space. Our job is to develop the platform for how Federal customers consume accredited applications. 

 

We are seeking a seasoned Operations Manager with an extensive background in cross functional and cross business unit program management. The focus will be on the integration of Workspace for Governments applications and ongoing operational support. 

  

The successful candidate will have a unique blend of technical knowledge and exceptional communication and problem-solving skills. They must be able to balance business needs against the ability to deliver as well as consistently define and deliver against program schedule, feature, and cost goals. 

 

Responsibilities: 

Operations Managers work with the lead Operations Manager of W4G, the Cisco Product teams and our customers to understand their business requirements and technical implementations.  

 

Responsibilities include but are not limited to establishing relationships, driving gap analysis, onboarding, and support. There is a high level of collaboration with product owners and other integration project managers.   

 

In this role you will:   

  • Drive and understand user value 

  • Manage the daily operations of the Workspace for Government Customer Service Representative (CSR) team across various communications platforms, networks, and locations. 

  • Develop an innovative operational model that is geographically, organizationally, and technologically agnostic 

  • Deliver exceptional service by crating Key Performance Indicators (KPI) to track efficiencies, effectiveness, quality, timeliness, compliance, behaviors, performance, and resource utilization for operational improvement. 

  • Prevent issues and proactively mitigate risks by collecting, summarizing, and analyzing trends and data to make informative decisions. 

  • Respond to customer inquiries and resolve issues by continuously developing, testing, and evaluating processes and procedures within the playbook/knowledge base for CSR’s to follow. 

  • Ensure that essential functions continue to be performed during a disruption of normal operations by designing, developing, and testing a Continuity Of Operations Plan. (COOP) 

  • Solicit feedback from customer, stakeholders, and partners to gain operational efficiencies. 

  • Effectively manage stakeholder relationship through all phases of an engagement 

  • Ensure proper delivery of customer committed services consistent with requirements and expectations 

  • Facilitate meetings with internal stakeholders 

  • Innovate ways to improve the customer integration experience and overall satisfaction 

  • Document writing (technical descriptions, process, and guidelines) 

  • Collaborate and coordinate cross-functionally with teams around the world 

  • Manage multiple customer engagements simultaneously 

  • Successfully manage ad hoc projects as needed 

  • Identify, escalate, and drive resolution of issues 

  • Contribute to Workspace for Government Development Lifecycle through process development, documentation, and socialization throughout the organization 

  • Update documentation on a continuous basis 

  • Government experience in the Federal IC community preferred. Candidates should have appropriate Federal Clearances, with a minimum of Top Secret. 

Required Experience and Skills: 

  • BA/BS (business or engineering preferred) 

  • At least 5+ years in management, with a total of at least 5 years' experience in leadership roles in technology environment 

  • Strong relationship building and communication skills and the ability to work with varying levels of management.  

  • Exceptional team player with the ability to quickly develop and foster cross-functional relationships. 

  • Demonstrates ability to understand, resolve and communicate technical and business issues. 

  • Outstanding written and verbal communication skills. 

  • Organized and detail-oriented, with a high level of integrity and reliability 

  • Able to quickly drive, communicate and gain support for decisions in unstructured environments 

  • Record of successfully leading and delivering cross functional programs from conception thru integration and support. 

  • Ability to negotiate priorities across organizations 

  • Experience with security applications, security applications, and/or network technology a plus. 

  • Possess a high degree of flexibility and ability to work within a fluid, constantly changing environment 

  • End-to-end user mindset 

  • Solid experience in program execution, operations, and software development life cycle 

  • Experience with the Army is a plus 

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.  Our People Are The Heart of Cisco 

 

Cisco is proud to be an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.   

 

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. 

 

We see inclusion and diversity as essential to fueling the power of connection. Learn about inclusion and collaboration in action at Cisco. Diversity, Inclusion and Collaboration at Cisco 

 

Benefits and Perks 

We strive to keep our teams happy and healthy. Many roles have the option to be Remote or Hybrid. Cisco provides competitive pay, excellent medical, dental and vision coverage, 401(k) match, 20 days of paid time off plus holidays, support for parents and paid time to volunteer. View the benefits overview.  Benefits and Perks - Cisco 

 

Join us!  #WeAreCisco 

 

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. 

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.

Share

Apply