1+ months

Senior TAC Manager

Cisco Systems Inc.
Oeiras, Portugal 2780-213


Who You'll Work With

It's an exciting time to work at Cisco. Every day we connect people to the network and make it come to life. Whether it's using e-learning to educate students far from city centres or downloading the entire Library of Congress in seconds, our networking technology has not only revolutionized the way people do things, but who they are. People are more informed, more efficient, and more involved. With all forms of communications converging onto the network, Cisco is entering an exciting new era. The concept of the network as the platform for transforming life's experiences is no longer a possibility: It is quickly becoming a reality. And Cisco is leading the experience.

Cisco CX Centers team is a dynamic and growing organization of customer support engineers or consulting engineers who support or deliver services to Cisco customers.


What Youll Do

Cisco seeks a talented leader for its Lisbon Technical Assistance Center (TAC), consisting of teams of skilled network engineers who provide best-in-class technical support for Cisco products and solutions. You will lead an amhigh-performing, well-respected team of TAC managers within the Customer Experience organization which exists to make Cisco's customers successful across the customer lifecycle.

You will take strategic decisions, work closely with and build strong relationships with cross functional teams including the Business Entities, Regional teams, Operations and the wider Global Customer Experience Center (CXC) teams, and drive operational excellence by enabling engineers to provide consistent, high quality support to ensure the best customer experience.

You will help to handle escalations and accept ownership for the end-to-end customer experience. Serving in a liaison role, you will create a bridge that connects the technical and business perspectives of customer engagements.

The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performing team.


You will be responsible for:

  • Participating in developing a strategic plan to support business growth, improve customer and employee satisfaction, and ensure operational excellence and talent development.
  • Implementing, coordination and participating in site programs to ensure attainment of business plan for strategic goals
  • Managing operations by directing and coordinating activities consistent with established goals, objectives, budget and policies.
  • Providing customer / partner engagement for critical customer issues as required.
  • Coordinating the development, execution, and sustainability of mechanisms to drive positive customer experience and employee engagement.
  • Managing a team of 50+ TAC engineers and their managers.
  • Providing regional leadership and coordination in collaboration with key strategic stakeholders.
  • Consulting and establishing trusted advisor status within the TAC leadership teams globally.
  • Developing, executing, and sustaining mechanisms to drive positive customer and stakeholder engagement and experiences.
  • Being accountable for operational and business review scorecards and reporting to drive performance of key operational metrics.


Who You Are

With strong experience of both leading teams through transformation and a passion for customer delight, you have shown the ability to excite, and lead cross-functional teams to deliver strong outcomes. You passionately advocate for customers, and you have an obsession with customer success.

You are deeply organized, yet comfortable in a rapidly changing, dynamic environment. High energy, "roll-up your sleeves" attitude and dedication to success are imperative. You are able to balance multiple priorities across sophisticated programs and convey complex concepts in the simplest of terms. You thrive dynamic in a diverse environment and you can work with a variety of critical priorities.

Main requirements:

  • Proven experience in leading teams of direct reports/initiatives, effective people management, leadership, and development skills
  • Strong written and verbal communication, listening, negotiation and presentation skills
  • Experience of improving productivity and efficiency in processes. Demonstrated strategic and tactical skills in the area of operational excellence
  • Excellent working relationships with other customer-facing and delivery organizations within Cisco and with appropriate business units
  • Outstanding ability to work cross-functionally and with customers building business partnerships and focusing on the development of the theatre programs
  • Role model for Cisco's culture and values
  • Individual should be results-oriented, show strong initiative, be customer-focused, recognize effort and contributions, create a team environment, effect change, influence within and outside the organization
  • Technical engineering background is advantageous.
  • University Degree (Bachelors + 15 years of relevant experience, or Masters + 12 years of relevant experience)


#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!


 #LI-MW1

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Posted: 2020-11-30 Expires: 2021-01-27

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Senior TAC Manager

Cisco Systems Inc.
Oeiras, Portugal 2780-213

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