Leader, Customer Del (PL) - Expert Care HTOM and PMO
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Location:Offsite, San Jose, California, US
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Alternate LocationUS, Remote
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Area of InterestCustomer Experience
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Compensation Range135600 USD - 225100 USD
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Job TypeProfessional
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Technology Interest*None
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Job Id1431976
We seek a Leader, Customer Delivery (Engineering) to lead a team of HTOMs and Project Managers leading Customer Experience (CX) service delivery for our Service Provider Web Scale Customers. In this role, you will be responsible for driving your team's performance and development to enable and empower this team to provide exceptional service delivery to the highly challenging Service Provider Web and Cloud Customers.
What You'll Do
The Leader, Customer Delivery (Engineering) will be responsible for day to day-to-day management of a team of HTOMs and Project Managers consistent with Cisco's Leadership Expectations. As a Cisco People Leader, you will be responsible for understanding our customers' technical and service delivery requirements and ensuring that your team possesses the proper skills, talent, knowledge, and resources to successfully deliver across our Premium Services Portfolio for both our professional services and expert care services. In your role, you will guide your team on the expectations from Cisco's Corporate Guidance, clearly communicating Cisco's business results and aligning the team's activities with the overall Cisco Corporate direction. You will build and develop a high-performing team that incorporates best practices and innovates against those practices to support the emerging Webscale and Cloud business as our customers pursue WebScale Service Provider infrastructure and enable the power of AI. You will communicate performance and development expectations and results to your team members and help them develop to meet the needs of the business. As a leadership team member for one of our high-profile Web Service Provider customers, you will address delivery quality and customer satisfaction opportunities with your knowledge of Cisco Services and delivery practices.
Who You'll Work With
You will be a CX Delivery Leadership team member for a high-profile Web Service Provider. You will work directly with the Customer Experience Leader, Customer Experience Manager, Customer Program Managers, Cisco Account Team, delivery team members, project managers, architects, engineers, etc. You will also have the opportunity to work directly with Customer stakeholders, including Leaders, architects, and Engineers who are part of the world's most innovative network and cloud business.
Who you Are
You are a Leader at heart. You are focused on your team and what is required for them to be successful and can help them align their personal goals with the needs of our customers and Cisco CX services. You are well organized and able to focus on details to ensure your team meets operational expectations. You understand the importance of putting your skills at the team's service to improve your team, and you can foster that same culture. You have a strong understanding of Cisco CX Service offerings and the expectations of Architects and Engineering resources to fulfill those expectations. You are a team player and ready to collaborate on the best ways to evolve our service delivery and resources to meet the needs of Web Scalers. You are a problem solver, and as soon as you hear about a challenge, you are developing an action plan to create a solution.
Required Skills
Strong written and verbal communication, listening, negotiation, and presentation skills.
Exhibits proficient and detailed understanding of People Management Processes & Procedures
Has a strong understanding of the Cisco services offer and portfolio
Working knowledge of two or more of the following technology families: Routing & Switching, Service Provider Networking, Data Center Switching, or Network Security.
10+ Years of Experience in Service delivery roles
6+ years of prior management experience
Why Cisco?
#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!
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.
