5 days old

Global Process Manager

Cisco Systems Inc.
Carolina Shores, NC 28467

The Organization:

Customer and Partner Services (CPS). CPS is part of the Operations organization at Cisco. We are operations experts and provide solutions to sophisticated problems, connections to the right touchpoints and make the complex easy. We deliver globally consistent end-to-end Customer and Partner Services with stakeholder intimacy at scale in a digitized world. We create business partnerships with internal partners and customers contributing to both internal and external productivity, delivering value services while driving operational excellence and customer satisfaction.

The Role:

CPS is currently going through massive evolution aligned to Ciscos and Customer Experience transformation. A new organization called Install Base Data Operations has been created with an exciting charter. IB Data Ops mission is to provide a globally consistent & scalable IB management practice across the lifecycle of the Customer.

We are seeking a very hardworking Global Process Manager to assist in our IB Analyst service evolution. You will be working in a central service team delivering global processes, capabilities, tools, training and metrics to our IB Ops colleagues in the regions.

In this strategy-focused role:

  • You will work to enable new business capabilities that allow the IB Analyst service to enable partners productivity, support most critical and strategic customer and improve customer satisfaction.
  • You will be responsible for implementing core metrics with a clear business outcomes orientation.
  • You will drive global process consistency at the service offerings level still maintaining regional effectiveness.
  • Provide intelligent business insights through translation of reporting and analytics for this high performance and metrics driven role.
  • Communicate changes across the entire organization as needed.
  • Work multi-functionally to design and deliver solutions to complex business needs.
  • Work with our collaborators to transform IB operations, adopt new capabilities and offers, and accelerate business while solving complex programs ranging from, quoting, pricing, billing, partner support and entitlement
  • Transform and drive automation by driving cross functional initiatives and process improvements.
  • Innovate new ideas and methods that enhance productivity and enrich the engagement.

Who You'll Work With ?

You will influence cross-functional teams while driving initiatives. This role requires flexibility in work hours to engage with a global team. As part of our organization you will engage closely with teams within and outside of CPS such as Customer Experience, Sales, Regional Customer Service, Operations Management, Transformation Services, Incubation Services and IT.

Who You Are ?

Are you a self-starter and a quick learner that can work independently, while achieving desired results? Can you also rally the team to inspire change? The following is a description of you and all that you offer:

  • You possess strong customer focus and command skills and are comfortable implementing change and dealing with ambiguity.
  • You have strong problem-solving skills and understand how to communicate the meaning of the data being presented.
  • You have good presentation skills with the ability to influence.
  • You can effectively build positive relationships in order to acquire the trust of business partners.
  • You have a drive to learn new things.

Required Skills:

  • The candidate for this position should have a minimum of 10 years of professional experience, a significant portion of which should ideally come from large, global companies with well-regarded Sales & Partner Operations organization.
  • While experience in a technology company is preferable, it is not a requirement.
  • A track record of thriving in highly matrixed global organizations, particularly those that require executives work in cross-functional teams.
  • Demonstrable ability to influence, shape business strategy and complete without direct resource authority.
  • Ability to describe a strategic vision and set measurable value-driven goals.
  • Demonstrated expertise in Continuous Improvement to drive optimal business outcomes.
  • An undergraduate degree is required, and an advanced business degree preferred.
  • Experience ideally includes data analyses, metrics implementations, process improvements and operations management.
  • Advanced skills in Visio, PowerPoint, and Excel.
  • Business Objects, Tableau, Pega tool/software experience is a plus.

#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! 

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.


Posted: 2022-05-13 Expires: 2022-06-12

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Global Process Manager

Cisco Systems Inc.
Carolina Shores, NC 28467

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