29 days old

Manager CX Delivery

Cisco Systems Inc.
Clayton, GA 30525

Who You'll Work With

Cisco Customer Experience (CX) delivers the best customer experience in the industry that accelerates success for our customers and profitable growth for Cisco and our partners. Regional CX Teams support highly technical customer engagements in all theatres across the globe and customer segments. This position will be primarily focused on the German Theater.

What Youll Do

This position is for a Delivery Leader in the Enterprise and Public Sector segment specializing in Professional Services. In this role you are accountable and responsible for leading a team of professionals who are delivering Plan/Design/Implement and Subscription services.

  • Lead a team of highly qualified and motivated Consulting Engineers, Technical Leaders and Architects.
  • Partner with Global Staffing Team, Service Managers and Project Managers to deliver on customer engagements. Make decisions on nearshore and offshore capabilities.
  • Be the main point of escalation and be adept at resolving conflict.
  • Manage the team by providing performance feedback and mentorship in addition to annual compensation and career advancement reviews.
  • Develop actionable plans to support career goals, including the development of technical, communication, people and leadership skills.
  • Understand business metrics and manage expectations around customer satisfaction, team billable utilization and CX Center adoption.
  • Attract and hire outstanding and diverse talent, aligned to Cisco's culture and business.
  • Plan, propose and participate in annual budget and capacity plan processes to achieve financial goals.
  • Champion and lead cross-functional initiatives to build new programs and improve processes continuously.

Who You Are

  • Demonstrable experience in team management or have experience leading project or cross-functional teams, especially in a customer-facing environment.
  • An excellent communicator, team builder and motivator with the ability to provide leadership while exhibiting extraordinary social communication and coaching skills.
  • Management Skills including scheduling, financial reporting, performance reporting, communications, issues/risks/actions management.
  • Be experienced in driving change in complex environments.
  • Deep understanding of the service methodology offers and execution.
  • Excellent written, verbal communication and presentation skills required (German at least intermediate level, English a must)
  • Bachelors Degree in Business or Engineering or a related field, MBA or Masters degree preferred
  • Curiosity and interest in technical topics.
  • 25% travel at times may be required.

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!



Posted: 2020-11-06 Expires: 2020-12-13

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Manager CX Delivery

Cisco Systems Inc.
Clayton, GA 30525

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