Operations Manager- ID 1372958

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1372958

What You'll Do

Cisco Managed Services (CMS) organization seeks an Operations Manager to join a team of very hardworking engineers supporting strategic accounts. This is a great opportunity for someone with grit and a conscientious view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in technology.

Responsibilities:

  • Supervises the activities of a Customer Support Engineer (CSE) team with responsibility for results in terms of customer service satisfaction
  • Manages CSEs of all levels, geographies; generally responsible for at least 10 people
  • Workload management among team members, including implementation of innovative ticket/case management techniques
  • Assumes leadership role in CMS or multi-functional teams to drive service delivery and/or product improvements
  • Represents CMS in Executive Briefings and tours
  • Participates in major multi-functional projects affecting Cisco business, product, or service leadership
  • Identifies and works on issues that affect worldwide CMS operations and other services teams
  • Provides management guidance to all levels of exempt employees on accomplishing goals
  • Work is reviewed and measured based on attainment of objectives and overall success of department

Who You'll Work With

Cisco CMS team is a multifaceted and growing organization looking for an Operations Manager to lead teams of customer support engineers who deliver CMS services. The manager handles critical situations and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements. Knowledgeable of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team.

Who You Are

The ideal candidate demonstrates a proficiency and appetite for learning new skills, and applying this to drive customer satisfaction.

Relationships:

  • Reports to a CMS senior manager
  • Builds strong team relationships with CMS teams and peers

Required skills/ Capabilities

  • Typically requires BSCS or BSEE or equivalent plus 10+ years-related experiences.
  • Proficient English speaker/writer for interaction with the global delivery team and customers
  • Possesses detailed business knowledge of Cisco products specific to Cisco CMS product suites and/or project/program management in the managed services space
  • Direct experience with Managed Services industry including in-depth understanding of strategic and tactical components
  • Possess 6+ years-prior management experience
  • The job holder will work the America's office business hours and provide as a critical situation point of contact for customer problems on a 24x7 basis.
  • Occasional travel to customer meetings

Desired skills:

  • Demonstrated drive for continuous learning, results-orientation, and collaboration
  • Professional & concise communication (written & verbal)
  • Flexible: very able to adapt to a changing environment
  • Out-of-the-box problem solver
  • Ability to motivate change through innovation & process improvement
  • Performs well under pressure and in innovative environments where priorities can change in response to customer demand
  • Executive level communications, tailored to unique situations
  • Operational mind-set and disposition
  • Ability to drive agile development and devops principles into operations
  • Demonstrable ability to work multi-functionally and cross-corporations
  • Complete understanding of and experience in leading a team in applying all elements of Technical Support
  • Foundational knowledge of Data Center technologies, for example; Cisco’s Unified Computing System, Virtualization, Storage Area Networks, Orchestration, Application Centric Infrastructure, and Operating Systems
  • Validated business and technical expertise and extensive customer service engineering experience
  • Demonstrates strategic skills despite tactical demands
  • Excellent working relationships with other customer service organizations within Cisco and with appropriate business units
  • Ability to formulate and deliver compelling presentations throughout Cisco and to customer departments
  • Demonstrated industry awareness
  • Certifications: ITIL Intermediate v3, PMP

Why Cisco

#WeAreCisco, where each person is unique, 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, bold 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. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! 

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.

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