Cisco Careers

Meet the Team

Cisco Customer Experience Centers is a globally 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, Adapt and Optimize stages of the Customer Lifecycle.

Cisco CX seeks a dedicated leader for a team of skilled network engineers who respond to complex service requests and resolve customer issues. You will handle critical issues and accept 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.

You will manage the day-to-day operations and work closely and build strong working relationships with multi-functional teams including the Business Unit, the theater field teams, Infra Operations Teams and Cisco Global TAC teams to provide support and strive to provide consistent, high-quality support to ensure best customer experience.

Your Impact

• Building high performance teams and developing people, creating a shared vision
• Managing the activities of a team of skilled technical consulting engineers with responsibility for results in terms of customer service satisfaction
• Managing workload among team members, including implementation of innovative case management techniques
• Participate in developing a strategic plan to support business growth, improve customer and employee satisfactions and ensure the operational excellence and talent development
• Implement, coordinate, and participate in site programs to ensure attainment of business plan for strategic goals
• Manage organization operations by directing and coordinating activities consistent with established goals, objectives, budget and policies
• Ensure on-going performance improvement by designing and deploying systematic processes aligned with department objectives

Minimum Qualifications

• Degree or equivalent experience in Computer Science or similar technical field or in business disciplines
• 5-7 years of people management experience of teams of 15-20 people within IT environment in an enterprise software company with demonstrated expertise in external customer facing roles, leading engineers and/or technical/engineering support staff
• Executive presence – record of strategic impact made on the global/local level in partnership with executive/senior management, multi-functional teams, internal customers, external partners, vendors, and end-users outside their direct influence

Preferred Qualifications

• Excellent working relationships with other customer-facing and delivery organizations and with appropriate business units
• Track record of excellent customer interaction and presentation skills (ability to clearly articulate to various audiences, bring the message across in a concise, professional manner and instill confidence).
• Managerial/professional experience in multi-stakeholder environment.

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Simply put – we power the future.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with

empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.