Senior Director CX Centers India

Apply
  • Location:
    Bangalore, India
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Services & Software
  • Job Id
    1441814

Sr. Director CX Centers India.


THE COMPANY

Cisco (NASDAQ: CSCO) is the worldwide technology leader celebrating its 40th anniversary of making  the Internet work since 1984. Our people, products, and partners help society securely connect and  seize tomorrow's digital opportunity today. Bridging together our AI, Networking, Security,  Observability, and Collaboration offerings puts us at the center of tomorrow. With this new powerful,  integrated portfolio, we help our customers reimagine their applications, power hybrid work, secure  their enterprise, transform their infrastructure, and meet their sustainability goals. Discover more  at newsroom.cisco.com.   

“Powering an Inclusive Future for All” is more than just a mission statement for us – it’s our lived  purpose and experience and it’s why we win. Today, with a global workforce of 83K employees and 

annual revenue of $53.8B (as reported at end of FY24), we are positioned to continue creating  ongoing value and opportunity for our customers, partners, employees, and communities through 

technology and innovation. 

Cisco was founded on a culture based on the principles of open communication, empowerment, trust,  integrity, and giving back to the community. These same values thrive at Cisco today. 

For more information, please visit: www.cisco.com. 

 

CULTURE 

 Cisco was founded on a culture of open communication, empowerment, trust, integrity, and giving back to the community, and these same values thrive at Cisco today. Cisco’s vision is to change the way people work, live, play and learn. At Cisco, each person brings their unique talents to work as a team and make a difference. Cisco benefits everyone.

Cisco Customer Experience Center - APJC is a globally diverse organization that delivers Technical Support Services, Professional Services and Optimization Services at scale, while tackling some of the most complex challenges for Cisco’s global Customers and Partners across the Plan, Implement, Use, Engage, Adopt and Optimize stages of the Customer Lifecycle.

This opportunity is for the role of a Senior Director to lead a large Customer Experience Professional Services Delivery team based out of Bengaluru, India.

This role will report to the VP of APJC CX Centers.

The Customer Experience Delivery leader will

  1. Accountable for setting and delivering consistent, 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 
  2. Drive successful delivery of all the CX Professional Services Portfolio for Global Customers across industry leading solutions in technology areas like Data Center, Security, Collaboration, Enterprise and Service Provider Networking. Execute on global delivery methodology, readiness and segmentation and 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,  relevant cross architecture solution incubation and acquisition integration
  3. Manage development of Professional Services employees across Cisco’s key technologies. 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. 
  4. 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.
  5. 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.
  6. Drive interlocks with cross-functional teams like Engineering, IT, Sales, Operations, Product Management, Marketing, CX Theatres and Architecture teams. Develop a trusted relationship with CX Theater stakeholders by demonstrating a keen understanding of the growth drivers & business challenges, positioning differentiated capabilities and simplifying the engagement models. Partner with CX Product Management teams to shape the services offers across our portfolio, drive CX Center delivery readiness and establish an effective feedback loop to improve the market relevancy of the offers. Build partnership with Engineering and Support Services teams in delivering high quality products, increased serviceability and improve overall customer experience. Key stakeholders include APJC CX Theatres, Partner with Global CXC Professional Services Delivery leaders and AMER/EMEA CX Regional teams in a matrixed relationship, CXPM teams, CX Engineering Teams, Sales and Partners teams.
  7. Demonstrate Thought leadership on using AI and Automation in driving efficiency, speed of delivery and delivery excellence across the Professional Services Portfolio. Prior experience with Automation and AI exposure is highly important. Drive adoption and innovation of Automation and AI by working closely with CX Engineering Team and CXPM teams.

Who You’ll Work With

Global leaders with experience across multiple industries and domains under their belt. They are technology experts in their own right with some of them with Technology patents to their name. Architects and Technical leaders who solve some of the most complex problems for our customers and have designed bleeding edge Enterprise, Service Provider, Data Center, Security and Collaboration solutions around the world. We would say more than half the world’s internet traffic traverses through networks that some of these Architects and Technical leaders have had a hand in creating.

Who You Are

  • Thought Leader with a transformation mindset, Bold and calculated risk taker.
  • Inclusive, Strategic and insightful leader with a proven track record of delivering excellent customer outcomes.
  • Ability to develop a vision and differentiated strategies that position the organization for long-term success.
  • Large team management experience
  • Experience of working as part of Global leadership team
  • Experience of leading Matrixed teams in a matrixed environment that demands strong collaboration across peer teams to deliver best experience to our Customers.
  • Solid understanding and experience of Services and its future
  • Demonstrated awareness and understanding of diverse perspectives in order to drive productivity.
  • Talent for mentoring and developing a robust team and building pipeline of talent.
  • Building diverse teams with varied strengths by utilizing innovative approaches 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.
  • Fun-loving leader who doesn’t mind singing a song or shaking a leg

Job Requirements

  • 20+ years of experience
  • Located in Bengaluru, India
  • Frequent business travel

Why You’ll Love Cisco

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!

“Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity.


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