25 days old

Escalation Strategy Lead

Cisco Systems Inc.
Carolina Shores, NC 28467

We are seeking an Escalation Manager to lead the strategy development, evolution, and execution of systemic escalations as part of the CX Centers Strategic Services Engine Line of Businesses.

The Strategic Services Engine serves to lead the delivery of custom CX Center services, increase stakeholder confidence in CX Centers, shifting more work to Centers, incubating innovation to scale, and introducing standardization (repeatability, automation) resulting in best in class P/L and transition of work to Proactive Services.

More specifically, the Engine scope includes Delivery Strategy (Delivery Methodology, Prioritization, Roadmaps), Demand & Expectation Management, Escalation Management, Performance Management, Continuous Service Improvement, Financial / Cost Management, Relationship Management, and Sales & Marketing Support.

The Strategic Services Engine is organized into Lines of Business and the Practice. The lines of business focus on the content. As the Escalation Lead in the Strategic Services Practice, youll support the lines of business through:

  • Ensuring Accountability of the Engine LoBs and overall
  • Escalation contact for quality & quantity issues and management of systemic issues
  • Process standardization & feedback loop for external and internal stakeholders
  • Enable the LoB to be productive, doing once & optimizing for all
  • Build standardized solutions for systemic issues
  • Focus is on post-metric creation determining when efficiencies are not derived and partnering with LOBs to determine why (ie. incorrect measure, quality issue, quantity issue, etc).
  • Support the LoBs by filtering out repeat issues/escalations, allowing them to focus their energy only on the items that demand their attention
  • Single Point of Contact for the Engine with other functions, including a conduit for cross-engine interoperability
  • To manage systemic Issues

Amongst the qualifications for this role, the emphasis is placed on leadership, building internal and external partnerships for shared success and accountability, driving strategy thru execution, and strong Business Operation and analytics capabilities.

Who You'll Work With

Cisco CX Centers is a force multiplier for Cisco and our partners to simplify digital transformation for our customers through unmatched technical expertise, relevant insights, and relentless automation at a global scale

In the CX Center organizational design, there are 3 functions: Regions, Engines, and Foundations. This Escalation Lead role is aligned with the Strategic Services Engine. Engines are expected to:

  • Design, own and implement a global delivery methodology for Engine with visibility to regional differences
  • Own disruption and innovation including business cases to take innovation to scale
  • Ensure Delivery Readiness for new & changed offers (working with CXPM & BUs)
  • Actively monitor high-quality service delivery and initiate process/tooling improvements

Who You Are

You clearly highlight risks that might impact success, categorize them, and drive executive-level visibility in the spirit of ensuring that all stakeholders can make necessary tradeoffs in a prioritized way.

You excel at understanding your stakeholders, and in so doing successfully enable them to be successful by filtering out unnecessary noise through them implementation of effective operational processes.

You have a cross-functional approachability to work with a broad array of stakeholders including delivery leaders, operations personnel, business development, and Engineering to drive consensus.

Youre a subject matter expert in Process and Program Management. Building on your strong background in the execution of day-to-day project motions, you help organizations achieve their desired results on time and under budget.

Youre a problem solver - excel at solving complex problems with analytical skills; you back up your recommendations with strong data.

You are a communicator capable of conveying the most complex concepts in the simplest of terms.

Our minimum requirements are the following:

  • Have 10+ years experience in services and/or operations management
  • 5+ years of program management experience
  • Strong communication skills including verbal, written, and presentation.
  • Demonstrated ability to negotiate and influence actions of team members outside of function for the improved team and service performance

Desired Skills:

  • Experience with Agile development methodology
  • Experience with ITIL service management methodology
  • Advanced leadership skills including leading by influence

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 were old (36 years strong) and only about hardware, but were 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 cant 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? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

Categories

Posted: 2020-11-06 Expires: 2020-12-06

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Escalation Strategy Lead

Cisco Systems Inc.
Carolina Shores, NC 28467

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